This course is ideal for managers who need better techniques to ‘handle problem people’ or ‘deal with difficult staff’. Its focus is to teach managers more effective ways of managing performance or attitude problems before they become serious and what to do if action is needed. It is packed with many practical tips and techniques and help managers manage all difficult situations confidently and competently.
Course Aims and Objectives
In developing the course content we place emphasis on empowering staff that have a range of skills and experiences to develop greater quality and confidence in their work and increase productivity.
- Gain an understanding of the issues that produce challenging behaviour and conflict
- Develop a consistency of approach when dealing with potentially difficult situations
- Handle confrontation in a calm and professional manner
- Project a positive, tactful and assertive approach when handling difficult people
Managers that will benefit from this course will be faced with some or all of the following problems
- Employees that regularly miss work deadlines or submit work that needs to be redone?
- Employees who refuse to do assigned work or who tend to “pass the buck”
- Employees that continuously ignore rules and regulations
- Employee who have been late beyond minimum standards or absent beyond reasonable norms
- Employees who cause personality conflicts with other workers or frequently have a negative attitude
At the end of the course the delegates will develop their own training action plan which they will use as work assignments.
Pre/Post Course Support
Prior to conducting a course your training co-ordinator will have had the opportunity to liaise with one of our lead trainers who will begin to breakdown your companies objectives.
A key part of their process is understanding what led to your decision to improve your team.
We will incorporate all your current training materials to build in effective role plays and discussions suited specifically to your organisational needs.
Before each course delegates will have completed:
- The pre-course questionnaire (Including personal objectives for the session)
- A 5 minute training session that will be delivered during the course.
After the course each delegate will receive:
- A CPD Accredited Certificate
- A Comprehensive course manual
- Additional resources beneficial to your continued learning
- Video analysis and critique (Depending on delegate numbers)
Your organisation will receive:
- Constructive feedback on the delegates progression
- A roadmap for continued learning specifically to your needs
Proposed One-Day Course Agenda
This is a proposed agenda for the course.
Morning – 9.30-1.00 / Afternoon – 2.00-5.30
- Introduction/course aims and objectives
- The causes of conflict – how to recognise and pre-empt them
- What causes conflict and how to analyse the factors
- The assertive leader – managing situations confidently using assertive management communication strategies
- Strategies for managing the difficult conversation – early interventions. How to nip early conflicts in the bud so they don’t escalate.
- Analysing your conflict resolution profile and behavioural style. All delegates complete a questionnaire for analysis and exploration.
- Recognising classic profiles of difficult people and how to manage them. How to manage the bully, hostile person, sniper, unresponsives etc
- Deciding when to take the most appropriate action. Delegates will analyse situations and determine the appropriate action based on a checklist of solutions
- Building a case to tackle the difficult employee through investigation and documentation. What and when to record behaviours.
- Role-play – ‘Managing the difficult conversation’
- Tackling attitude and behaviour issues confidently
- Communicating with unresponsive individuals
- Handling hostile and aggressive situations
- Managing inefficiency and poor performance issues using performance counselling interviewing
- Handling the reactions of the difficult conversation and how to maintain good working relationships
- Confidently handling the disciplinary meeting. What and how to plan fore this difficult type of meeting.
- Follow through and managing the relationship after the meeting
- Role-play – ‘Dealing with the aggressive employee’
Course close and paperwork
All delegates will complete an action plan that can be used to evaluate the skills learned from the day.
The focus of the training is to develop both managers and supervisors on the challenges they face everyday, maximise on current strengths and develop/share good working practises which may already exist. Each delegate will receive a workbook that contains all course materials and exercises.
Proposed methods of training will include:
- Role-play (using video feedback depending on group size).
- Group discussion.
- Communication role-plays covering:
- Influencing skills
- Reviewing performance and behaviour
- Giving feedback
- Developing problem solving strategies
- Video scenarios with discussion
- Communication skills role-plays
- Action planning
All our in-house training is tailored to your requirements, this is our standard In-House Agenda but bear in mind the course could be tailored to your needs.