Dealing with Difficult People

  • Appreciate the value of using open questions
  • Be able to describe the core conditions for effective communication
  • Have information about appropriate verbal and non-verbal communication
  • Learn how to be compassionate and understanding whilst keeping within firm boundaries
  • Understand how to avoid communication spoilers
  • Learn how to listen for main points and themes
  • Develop skills in keeping an open mind
  • Find out about the microskills of attending, following and reflecting
  • Appreciate the part played by paraphrasing and reflecting, in diffusing difficult encounters

“Thanks for the workshop.  I will regard the next ‘difficult person’ as more of a challenge than a threat” – Peta Higgins, Portsmouth

“I didn’t realise how important it is to manage myself well, to bring about change in the other person.  Thanks for the skills taught” – Irene McNaughton, Devizes

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