Do you want to have a more effective and happier team? Sharing ideas and solutions at work leads to better decisions and more creative solutions. Knowing this, successful managers encourage and develop their staff to be more open with each other, and with clients and customers.

However, managing such openness can be challenging, especially when views and opinions diverge. This course equips participants with an understanding of how to manage conflicting views. It provides a set of tools and techniques and the opportunity to reflect on real life situations.

Handling Difficult Colleagues and Customers will also help you to improve the way you approach your relationships at work and help you identify ways to become more skilful at coping with those who are different from you. Aside from that, it will help you understand yourself better.

BENEFITS
After this one-day workshop you will be able to:

			manage conflicting views successfully
			use a range of techniques for diffusing difficult, tense or emotional situations
			identify the best ways to work with colleagues who are different from you
			use your new self-understanding to positive effect in the workplace

LEARNING OBJECTIVES
You can expect to:

			assess your style of dealing with different opinions and ideas
			develop a framework for identifying and analysing the causes and symptoms of conflicting views in the work place
			be equipped with a set of tools for handling and capitalising on problem situations

COURSE OUTLINE
Defining a difficult colleague or customer

			Case study
			Dualism
			Know your own style
			The stress cycle

Causes and symptoms

			Intentional or unintentional causes
			Categorise the causes of problems
			Internal stressors

Solutions

			Prevention is better than cure
			Solutions: pros and cons
			Solution tools and techniques
			Role play

Problem Analysis

			The game
			Case Study analysis

Finding balance

			Personal coping strategies
			Your personal work/life balance strategy

WHO THE COURSE IS FOR
This course is for executives and managers who deal with many colleagues and clients.