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Coping with Difficult People
Duration: 1 hour + debrief
Participants: 4-12 (one or two groups of 4-6 per group)
Who: Anyone who deals with ‘difficult’ people
PC required: None
Price:
£295.00
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Difficult people can be aggressive, irrational, demanding or plain useless at their job! Raise discussion on underlying causes, consider effective coping strategies, with this activity that covers a lot of ground in a short time.
Address this serious and potentially sensitive issue in a non-threatening way by working through a series of cards which stimulate great discussion, generate ideas and clarify thinking towards a better handling of difficult people.
Yes/No cards contain real situations or surveys and ask how much you agree with actions, conceptions, attitudes. Group Task cards ask about actual “types” of difficult people (know-all, selfish, bully etc). Agree/Disagree cards offer solutions to typical situations for you to comment on. All responses are recorded for reference in the debrief.
Informs and empowers participants. And covers a lot of ground in a short time. Links well with Northgate Activity Emotional Intelligence.
Address this serious and potentially sensitive issue in a non-threatening way by working through a series of cards which stimulate great discussion, generate ideas and clarify thinking towards a better handling of difficult people.
Yes/No cards contain real situations or surveys and ask how much you agree with actions, conceptions, attitudes. Group Task cards ask about actual “types” of difficult people (know-all, selfish, bully etc). Agree/Disagree cards offer solutions to typical situations for you to comment on. All responses are recorded for reference in the debrief.
Informs and empowers participants. And covers a lot of ground in a short time. Links well with Northgate Activity Emotional Intelligence.
- to be more aware of the different types of “problem people”
- to identify what constitutes unreasonable behaviour
- how to deal with difficult people – for example, to focus on the behaviour, not the person; to stay calm and to control anger
- when to confront issues about unreasonable members of staff who are affecting efficiency and harmony at work
- what a manager’s role is in dealing with difficult people
- Introduce the activity using the PowerPoint presentation provided.
- Divide participants into two groups and allocate group materials.
- Observe teams as they work though the cards.
- At the Debrief, go through the cards in turn and discuss each decision.
Full answers for all the cards and guidance on how to conduct the Debrief are provided in the Trainer’s Notes.
Sue Thurston, Senior Consultant, Learning & Development Team,
ELT Solutions LtdUsed as part of a two-day programme on “Managing for Excellent Performance” with Managers. The best learning points were the sharing of ideas and developing strategies to address performance issues.
An interactive game which stimulates debate and discussion as well as the sharing of personal learnings on managing difficult situations.
- Denplan Ltd
- Swindon & Marlborough NHS Trust
- Fisher Clinical Services (UK) Ltd
- Addleshaw Goddard
- NHS Lanarkshire
- NG Bailey & Co
- Opsis Consulting
- Social Security Agency
- ELT Solutions
- Trainer’s Notes
- CD-ROM containing PowerPoint Presentation
- Group Task Forms
- Key Points Handout
- Dice
- Sets of Cards
- Board
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