Who is the Dealing with Difficult People course suitable for?

The Dealing with Difficult People course is suitable for anyone who encounters difficult behaviour at work or in their private life. Think of colleagues, managers, customer advisers, care workers, teachers and healthcare staff. No prior knowledge is required. In this classroom-based course you learn to recognise difficult behaviour, understand your own role and communicate more effectively in tense situations.

What is the approach of the Dealing with Difficult People course?

The course is classroom-based and lasts , with a maximum group size of 8 participants. Beforehand you speak to the trainer by telephone for an intake, in which your personal learning objectives are discussed. The programme is tailored on that basis. During the course days you work actively: you practise with real-life situations, experiment with new behaviour and receive direct feedback in a safe atmosphere.

Do you receive a certificate after the Dealing with Difficult People course?

Yes, on completion of the Dealing with Difficult People course you receive a certificate of participation from Learnit. This certificate confirms that you took an active part in both course days and practised the skills covered, such as assertiveness, recognising interaction patterns and working with core quadrants. No exam is required to receive the certificate.

What prior knowledge do you need for the Dealing with Difficult People course?

You do not need any specific prior knowledge for the Dealing with Difficult People course. The course is suitable for anyone who encounters difficult behaviour at work or in private life, regardless of role or level of education. During an intake the trainer discusses your personal learning objectives, so that the content matches your situation and experience.

When should you choose the classroom Dealing with Difficult People course instead of a book or online videos about conflict management?

Classroom training adds something that self-study does not offer: practising with your own cases, in a group of no more than eight participants, guided by a trainer. A book about core quadrants or assertiveness gives you the model, but not the feedback on how you respond in a difficult conversation. Choose this course if you find that you understand the theory but get stuck in the moment itself. For example, with a dominant colleague, a complaining customer or a passive-aggressive family member. Beforehand there is an intake, in which the trainer identifies your learning objectives. Online material is suitable for orientation or refreshing your knowledge; this course is suitable if you want to change your behaviour and need practice and reflection to do so.

How do I know whether this course suits me or whether I would be better off taking an assertiveness course or a mediation course?

This course focuses specifically on dealing with other people's difficult behaviour in your day-to-day working or private situation. You gain insight into where that behaviour comes from and how you can adjust your own role in the interaction. Choose this course if you regularly get stuck in your contact with certain people and want to get a grip on those patterns. An assertiveness course is a better fit if your main difficulty is setting your own boundaries, regardless of specific difficult types. A mediation course is aimed at mediating between others in a conflict, not at how you deal with them yourself. In the classroom course you work with core quadrants, frames of reference and the distinction between observations and interpretations, among other things. The group has a maximum of eight participants, so you can bring in situations from your own practice.

What do you learn in the Dealing with Difficult People course that goes beyond the general communication tips you can find anywhere online?

The course combines behavioural analysis with self-reflection, and goes deeper than isolated communication tips. In the classroom you work with models such as core quadrants (Ofman) to map out your own qualities, pitfalls and allergies. You also learn to distinguish between observations and interpretations, and to recognise your own frame of reference alongside that of the other person. That differs from generic online content, which usually stops at ‘listen actively’ or ‘be assertive’. Here you practise with real cases from your own working practice, in a group of no more than eight participants. The trainer adapts the programme on the basis of an intake beforehand. So you do not get standard course material, but feedback on your specific situation involving difficult behaviour. Costs:.

How quickly can you apply what you learn in the Dealing with Difficult People course at work?

The course You work with situations from your own working practice: colleagues, clients or managers you are already struggling with. During the intake the trainer identifies your personal learning objectives, so that from day one you practise with recognisable examples. Models such as core quadrants and the distinction between observations and interpretations can be applied immediately after the first day. Changing behaviour takes more time: allowing for several weeks of conscious practice is realistic before a new response becomes automatic. With a maximum group size of eight participants, you have plenty of scope to practise and to receive direct feedback on your own communication style.

Does this course also work if the ‘difficult person’ in my situation is my manager or an important client, whom I cannot simply distance myself from?

Yes, that is precisely when the course is relevant. The approach assumes that you usually cannot avoid or change the other party, and therefore focuses on your own role in the interaction. You work with core quadrants to recognise your own pitfalls and allergies, and with the distinction between observations and interpretations to separate facts from assumptions. In hierarchical or commercial relationships, assertiveness is an important element: standing up for your own interests without overriding those of the other person. The course does not cover legal or formal escalation routes, and it is not a mediation programme. The emphasis is on everyday working relationships in which you want to keep a grip on the contact. During the intake you can raise your specific situation, so that the programme matches it.

What is the difference between the Dealing with Difficult People course and a course on conflict management or giving feedback?

The focus is different. A conflict management course concentrates on resolving a specific conflict between parties, often using negotiation or mediation techniques. A course on giving feedback teaches you how to raise behaviour for discussion using models such as the I-message or the 4G model. The Dealing with Difficult People course comes before that: you learn to recognise where difficult behaviour comes from, which types you encounter and how to adjust your own reaction before a situation escalates. In the classroom you work on core quadrants, the distinction between observation and interpretation, and your own preferred behaviour in tense situations, among other things. Do you already have an ongoing conflict? Then conflict management makes more sense. If you want to deal better, on a structural basis, with the types of people who drain your energy, this course is the right fit.

What does the Dealing with Difficult People course cost and how long does it last?

You will find the current price at the top right of this course page, together with the schedule, location and delivery format. For in-company or bespoke courses we are happy to provide a quotation on request.

Dealing with Difficult People course

Name: Dealing with difficult people
Price: 1250.0 EUR
Availability: InStock
Rating: 8.5 (17 reviews)

Everyone has to deal with difficult people at some point. In this course you gain insight into difficult behaviour and into your own communication style, so that you keep a grip on the situation. That way your enjoyment of your work and your productivity remain intact.

Description

Everyone has to deal with difficult people at some point, whether at work or privately. Looking away or hoping for change rarely achieves anything. It helps to actively look for a workable way of dealing with each other yourself, so that your job satisfaction, productivity and cooperation do not suffer.

In this course you learn to understand difficult behaviour better and to see where it comes from. You gain more insight into the other person and into your own communication style. Various types of difficult people are covered and for each type you explore which approach works. You learn to recognise and avoid pitfalls, and to pick up on signals when a conversation threatens to go the wrong way. You replace negative interaction patterns with productive ones, giving you a grip on the situation.

You will work with topics such as frames of reference, the difference between observing and interpreting, core qualities and core quadrants, assertiveness and dealing with stress and resistance. By practising in a safe atmosphere, you develop skills you can apply in practice straight away.

Topics

During this course the following topics, among others, are covered:

Different types of difficult people: what kind of difficult people do you have to deal with, privately or at work?
What makes someone difficult to deal with? You learn to focus on identifiable (problem) behaviour rather than on the person.
How do we communicate with each other? You gain insight into how the communication process works.
Your frame of reference and that of the other person: everyone is put together differently and therefore reacts differently to situations. Becoming aware of this helps you to put yourself in the other person's shoes.
The difference between observations and interpretations: through which lens do you look at a situation? What are facts and what do you (unconsciously) fill in yourself?
Core qualities and core quadrants: you communicate more effectively when you know what your qualities, pitfalls and allergies are.
Reasons for difficult behaviour: recognising pitfalls and potential problems, so that you can respond to them at an early stage.
Your own role in difficult situations: what is your preferred behaviour and how do you position yourself towards others?
Assertiveness: how to stand up for your own interests without trampling on those of others.
Dealing with stress and resistance: gaining and keeping a grip on the situation.

Result

After this course you understand where difficult behaviour comes from and you recognise pitfalls and potential problems in good time. You are aware of your own role in the interaction and know how to keep a grip on difficult situations. As a result, you communicate more effectively with people you experience as difficult, at work and beyond.

Target audience

This course is intended for anyone who deals with difficult people at work or at home and wants to learn to handle this in a professional and pleasant way.

Teaching method

During this course you work in a small group of no more than eight participants, so there is plenty of room for personal attention. Beforehand you have an intake with the trainer, in which you discuss your learning objectives together. On that basis the trainer puts together the final programme.

The course has an active set-up: you learn mainly by doing and experiencing. You practise with real-life situations from your own work or private life, experiment with new conversation techniques and receive immediate feedback from the trainer and your fellow participants. Theory and practice alternate, so you can apply what you have learned straight away.

A safe atmosphere is central. You feel free to experiment, make mistakes and discover what works for you when dealing with difficult people.

Prior knowledge

No specific prior knowledge is required for this course. An open attitude and a willingness to look at your own behaviour and communication style are enough. Do you have experience of difficult situations at work or in your private life? Then you will quickly recognise the examples.

In-company

Would you like to organise this training for a whole group or several groups? This can be cost-effective. For example, we can tailor the content entirely to your organisation, and training a whole group is also cheaper.

Are you looking at large numbers of participants or a complete academy? That involves a great deal. Consider planning and communication, for example, or identifying and agreeing the objectives and content of the training. Or differences in level, feedback mechanisms and safeguarding. Fortunately, Learnit has extensive experience in this field (more than 25 years) and we are happy to help you through this process.

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Language

The training is given in Dutch as standard. The trainer has a good command of English. English-language course material can be used. With a minimum enrolment of 3 participants, the training can also be given entirely in English.

Number of days:

2 days

Course times:

from 10 am to 5 pm

Study load:

14 hours

Education level:

This training is suitable for all levels.

Exemptions:

Exemptions do not apply to this course.

Preparation time:

No preparation time applies to this course.

Certificate:

At the end of the course, a certificate is issued as proof of participation.

The best training for you

At Learnit you will always find a course that takes you further. From (technical) IT skills to communication or personal leadership. You can also choose the training format that suits you best: a classroom course, a tailor-made course at your own office, an online course or an e-learning. We have the right course and the right format for everyone. Because learning in the way that suits you best delivers the best results.

Moving forward together

Taking a training course at Learnit means learning together. Together with your experienced trainer, together with your course group or together with your colleagues. And whether you take the training at home, at your office or at one of our training locations, we are always available to help you. To share our knowledge with you in a way that is genuinely useful to you. Getting further together through personal attention and understanding each other well; that is what we believe in.

Apply it directly in your work

Learning theory from a book that you can then hardly use in your work? Not at Learnit! Whichever training you take with us, you can put it to use at your workplace straight away. Because of the unique learning objectives you set together with the trainer at the start of the training. Because of the alternation between theory and (interactive) practical assignments. And by bringing the challenges you face in your daily work along to the training.