Dealing with difficult people trainer notes 1 Day

Time
9.00

Trainer
Introductory session Welcome ground rules questions Objectives agenda what will I be doing how will this help me P3 Slides 1-7 Discuss C Competent model of how we learn if required p4 slide 8 Start at Unconscious incompetent you dont know what you dont know and can make mistakes when you are learning. You move up to Conscious competent think about when you learn something and you get stuck you are aware there are thing you dont know how to do yet followed by conscious competent this is the stage when you know how to do something to an agreed standard and you can explain to someone else how to do it. Learning stage can continue to unconscious competent this stage is where we do things without thinking, out of habit. This stage we can get complacent and resistant to change because we are feeling comfortable. When we deal with difficult people we often either react out of habit and get the same results we may shout back or say nothing knowing that both are not the best way of dealing with it. This course helps us to get to conscious competent level and this opens up choices for us of how we deal with difficult people. Introductions and Expectations Trainer to flip chart responses to Expectation and concerns. Comment and congratulate trainees on information gathered at these interviews

Trainee action
To settle in and feel comfortable Exercise To interview each other to discover as much as they can about the other person in 5mins plus to feed back to others on the course these findings and what the expectations or concerns the individual has about the day. Slide 9

9.30

Defining a difficult person Break into groups and assign to one Flip chart Get them to discuss and come up with words to describe the different behaviours P5 discuss using examples and summarise on 6 and slides 10 -14 Possible causes slide 15 Group to discuss and feedback Look for Work pressure home life upbringing personality Fear etc Exercise in 2 or 3s Getting to know the people

Trainees to complete exercise slide 10 and feedback 10 Minutes to complete / 10 Minutes Feedback

10.00

10.30 10.45

you cant stand complete the guided exercise on p 7 and 8 slide 16 Break Continued Group exercise Written exercise

11.00

Understanding our behaviour slide 17 Its our actions and interactions its what we do and say We all have a unique perspective slides18& 19 ask what do they think is happening accept all answers then show slide 20 Ask - are we judgemental slide 21 Ans - yes we are use own egs Ask - do we act out of habit? Ans - yes we do Ask - people to stand up and fold their arms infront of them as they would do normally then ask them to unfold them and fold them the opposite way and ask them how they feel. Ans - usually uncomfortable different etc, so we need to make an effort when dealing with difficult people and move out of our comfort zone. Its a matter of style slide 23 discuss how we are all different use your own examples. Slide 24&25 Our behaviours are on the surface of some deeper programming like our values and beliefs The models looks at just the behaviours go through slides 26 27 page 10and 11which demonstrate how we assert our selves and how we express our emotions and build to the four styles slide 28 Slide 29 exercise Lunch Difficult behaviours Run through using some of your own examples of the different types of behaviours Page 14 slide 30 ask for their own examples and experiences Move on to discuss Fight and flight reactions page 15 slides 31 32 we react either by fighting or avoiding or withdrawing Run through the example of how to deal with flight page 16 1718

Guided talk through and Discussion

11.30

Exercise page 12 ask what do the opposite style think of each other on a good day See pages at back of the workbook for this Exercise page 13 so what about on a bad day watch this doesnt get out of hand.

12.30 1.30

Exercise on slide 33 and page 16 Ask participants to split into 2 groups one flight and one fight. Get them to give examples of fight or flight and how they have dealt with them

2.00

2.30

Go through fight using leep page 19 slide 34

3.00 3.15

Group exercise on page 21 summarising dealing Go through flight using DRAW page 20 and slide with 4 different styles use 35 page 22 as an additional exercise if needed Break Slide 36 have a go applying these strategies to their own examples discuss or role play in 3s

4.00

Conflict management This section can be short as most of the ideas have already been talked about and this is not a course on conflict management but need to be covered if you feel you need to. Page 23 slide 39 Work through page 23 and discuss tips on page 24 Role play out any examples if needed Preparing to give feedback Again a short session discuss page 25 and apply to own examples if required Trainee action Role play using own examples where they feel they may need to give someone some feedback Apply LEEP or DRAW models Try different body language and verbal responses Discuss helpful and unhelpful behaviour.

4.30

4.45

Summary of the course The pages 26-28 give a summary of the 4 styles Get the participants into 2s and to feedback to each other what they have learnt and what they are going to do back at the workplace. Feedback to the main group one learning point each Action planning and close

5.00 COURSE EVALUATION SHEETS TO BE COMPLETED NOW