Dealing with Difficult People, Conflict and Confrontation

Don’t let them press your buttons! Martin Smith’s powerful workshop gives you a wealth of strategies for defusing difficult or challenging behaviour, whilst remaining in control of any conflict situation, and your own emotional responses to it.

The behaviour of one in ten people in the workplace – colleagues as well as members of the public – is likely to cause undue stress. Even the most effective among us suffer the by-products of this behaviour: distraction, lack of concentration, time wasting, poor productivity, absenteeism, stress and ill-health being just some of them. We may not be able to choose whom we work or live with, but we can choose how we deal with them.

Ideal if you: regularly deal with the public; often have to face angry or over-demanding people; repeatedly find yourself overruled, upset, manipulated or unfairly treated by others; wish to improve your ‘people skills’ or ever find yourself at a loss when caught up in the results of another’s problem behaviour.
What you gain from the day

* Constructive strategies that work with even the most obstructive and exasperating behaviour
* Powerful antidotes to the most common ways we disempower ourselves
* Practice in de-escalating increasingly difficult, even threatening, situations
* Fresh insight into why people become 'difficult'
* Increased confidence and self-esteem through learning how to control emotional responses
* Ways to make these strategies ‘your own’.

Who should attend

* Anyone who has to work directly with members of the public – whether adults or children
* Anyone who receives verbal abuse or threats and wishes to be more effective in the way they themselves communicates
* People who have to manage or work with difficult colleagues or who often have to face people who get angry or over-demanding
* If you repeatedly find yourself overruled, upset, manipulated or unfairly treated by someone else, this day is for you
* Anyone involved in education, social work or in any counselling or psychotherapeutic capacity
* If you wish to improve your ‘people skills’ – particularly in tense situations or with particularly difficult people
* If you ever find yourself at a loss when caught up in the results of someone else’s problem behaviour.

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