Introduction
Many managers find they spend more time dealing with their “problem people” than they do with achievers. Individuals who fail to behave in socially acceptable ways, who deliver poor performance, who resist developmental activities and change and who appear to lack personal motivation can take up a disproportionate amount of management time, and sometimes to no avail.
This programme gives managers a tool kit for diagnosis and solution that will enable them to cut straight to causes, and then choose and apply appropriate techniques to achieve the required outcomes.
Learning Outcomes
On successful completion of the programme, participants will be able to:
Analyse the elements of ‘difficult’ behaviour
Explore a variety of ‘causes’ or ‘explanations’ of difficult behaviour
Use interpersonal skills to approach and resolve issues with ‘difficult’ individuals
Apply a ‘poor performance’ model
Negotiate win-win outcomes
Mediate in conflict situations
Decide when / how to move to the next step if solutions do not work
Programme Content
Defining ‘difficult’ people, ‘difficult’ situations and ‘difficult’ behaviours
Analysing the structure of behaviour, causes and motivation
Models of human interaction
Influencing styles and influencing language
Non-verbal language and behaviour
Managing poor performance
Mediation skills and conflict resolut
