Difficult people: brave conversations

Course Dates: 08/11/19
Time: 10:30 - 16:30
Location: KS - Keeley Street

Do you sometimes struggle to make your point with difficult people? This course will help you develop the skills to plan for and hold brave conversations with others, including colleagues and friends.


What is the course about?

The course helps you to identify the blocks to dealing with difficult people and explores strategies and skills for real-life problem situations. It will enable you to manage a range of personal and professional relationships more effectively, for example: staff you manage; internal and external customers; colleagues; managers; family and friends.

What will we cover?

- Strengthening self-beliefs: strategies to address our inner dialogue
- The use of language in conflict
- Verbal and non-verbal behaviours
- The ten commandments of feedback
- The Parent/Adult/Child model
- Dealing with emotion and diversionary tactics
- Skills practice: active listening, challenge and genuine questions
- The feedback planner: dealing with poor behaviour or performance at work.

What will I achieve?
By the end of this course you should be able to...

- Identify and explore the effect of difficult behaviours in a variety of settings
- Practise the techniques associated with active listening and how to challenge
- Strengthen your own self-beliefs and confidence in dealing with conflict.

What level is the course and do I need any particular skills?

No prior knowledge of the subject is required. Activities and practical exercises involve discussion and reflection, contributing to small and large groups.

How will I be taught, and will there be any work outside the class?

This is a participative training involving discussion, individual self-assessment, practical exercises and role play in pairs, groups and in plenary. The trainer will provide information via lecture, PowerPoint presentation and handouts. Real life situations are explored in small groups throughout the sessions. The trainer will take a flexible approach, responding to group and individual needs whilst meeting course objectives.

Are there any other costs? Is there anything I need to bring?

Please bring a pen and notebook with you. The trainer will provide plenty of handouts to support the course content and learning. No advance reading required.

When I've finished, what course can I do next?

Useful courses related to this are Beyond Conflict (PG682), Assertiveness (PA750), Bullying in the workplace (PS707) and Improve your Listening Skills (PS704).

General information and advice on courses at Build is available from the Student Centre and Library on Monday to Friday from 12:00 – 19:00.
See the course guide for term dates and further details


Customer Reviews 3 item(s)

Write a review

Reviews below are by students who have attended this course, regardless of the course teacher. Please be aware you may not be booking onto a course with the same teacher.

its a very good course. You should go on the next one.
Course Rating
Review by Anonymous / (Posted on 13/11/2018)
A great insight into human relationships and techniques to deal with better understanding people and yourself.
Course Rating
Review by Kat Tp / (Posted on 10/11/2018)
This 1 day course is very short for a type of challenge which is a huge issue and is probably a lifelong journey of learning and practising. But it covers a lot in the time available. Recommended.
Course Rating
Review by AFB / (Posted on 12/10/2015)
Tutor Biographies
We’re sorry. We don’t have a bio ready for the tutor of this class at the moment, but we’re working on it! Watch this space.

Book your place

Course Code: PS701

Fri, day, 08 Nov - 08 Nov '19

Duration: 1 session

Full fee: £69.00
Senior fee: £55.00
Concession: £42.00

Or call to enrol: 222-66-889-99

Download form & post

Any questions? [email protected]
or call 020 7492 2530

Please note: we offer a wide variety of financial support to make courses affordable. For more information visit our online . You can also visit the Information, Advice and Guidance drop-in service, open from 12 – 6.45, Monday to Friday.

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