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|Description||The course helps participants to improve and develop their skills for dealing with difficult people in challenging situations. At the end of the workshop participants will be able to pre-empt challenging situations and avoid escalating them further. They will be able to recognise personality types with which they may clash and be able to handle aggressive behaviour more effectively. The will also develop skills to calm angry, upset and unresponsive individuals.|
|Categories||Primary, Secondary, Higher, Early Years/Foundation, Further education, 14-19, KS1, KS2, KS3, KS4, Management, Teaching staff, Assistant Headteacher, CPD Leader, Deputy Headteacher, Headteacher, Head of year / Pastoral leader, Business Manager, Special Educational Needs Coordinator, Administration Staff, Catering Staff, Learning Support, Pupil Support, Site staff, Technicians, Advanced Skills Teacher, Excellent Teacher, Main-scale (core) teacher, Newly Qualified Teacher, Non-practising teacher, Post-threshold Teacher, Pupil mentor, Supply / Peripatetic teacher, Trainnee (pre-QTS) teacher, Teacher trainer, Head of Department / Faculty, Coaching and Mentoring, Business Management, Organisational Improvement, Out of school, Governor, Child Protection Officer, Gifted and Talented Coordinator|
|Learning outcomes for participants/users and, where relevant, pupils or students||
Aimed at: This workshop is for SMT members, teaching staff, governors, NQT’s TA’s, administration or other staff who find themselves in situations where they have to cope with emotional people or difficult or potential conflict situations such as people raising complaints, parents, colleagues, suppliers etc.
Course Objectives: At the end of the workshop participants will be able to:
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|How users/participants can evaluate success||
How we evaluate the training:
|Follow-up activities and support||
Following attendance on a course, all delegates are welcome to contact the main office with any questions and queries relating to the training and its application within school.
For most courses, tailored follow up consultancy services, coaching and mentoring are available but these are at a separate cost. For quotations, delegates should contact the main office as discounts are available.
Introductions and overview of the day
Identifying ‘difficult’ situations
Review of the components of interpersonal communication including advanced listening and questioning skills
Thomas Killman model self assessment questionnaire
Developing guidelines for handling objections
Application of objection handling skills and techniques to specific situations generated by participants
Tutor: The tutor specialises in leadership and management development, team development and executive coaching. His industry experience is wide-ranging and includes telecommunications, defence, transport, construction, leisure, central and local government, pharmaceuticals, education and the finance sectors. The tutor has delivered a range of training workshops including performance management training in the education, charity, local authority and rail sectors. He has also provided team development and time management training. He has carried out 1:1 coaching with senior managers to help them improve performance and make career decisions.
This course does not have any pre-booked dates available. Please contact the provider directly to arrange this training.