Handling Difficult People and Difficult Situations - Book

Greg Whitear, Geoff Ribbens

Pages: 300

Published: November 2007

ISBN: 1843981750
ISBN13: 9781843981756

Price: £370.00



Description


Individual and organisational performance depends on smooth relationships with internal and external customers, and the ability of individuals and teams to cope with the difficult and stressful situations that inevitably arise. At the same time, the drive for efficiency and profit makes this more difficult; workers are asked to do more with fewer resources, and to satisfy the ever-increasing expectations of bosses, customers, colleagues and suppliers.

To meet this challenge, this toolkit contains everything you need to train people to cope with difficult people and difficult situations at work.

It contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, and interpersonal skills.

The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and difficult situations, including coping strategies for dealing with difficulties arising from situations such as appraisal, discipline and grievance procedures, change, staff cuts, and poor performance.

The content is structured in a way that makes it easy to dip in and out which, along with the customisable tools, enables you to tailor to an organisation¿s specific training needs.

This toolkit is ideal for trainers and learning professionals, as well as HR professionals and coaches. Individuals can also work through it themselves.



Contents

Introduction
UNDERSTANDING YOURSELF
Assessing personal style
Understanding needs at work
Ascertaining personal values
Identifying difficult people and difficult situations
UNDERSTANDING OTHERS
Evaluating approaches to work
Working with conflict
Succeeding with orientation and attitudes
MANAGING PRESSURE AND STRESS
Assessing levels of pressure and stress
Recognising the effects of pressure and stress
How personality influences pressure and stress
Approaches for dealing with pressure and stress
COMMUNICATION
Barriers to communication 1
Barriers to communication 2
Body language
Giving feedback
ASSERTIVE SKILLS AND TECHNIQUES
Assertiveness and assertive rights
Three essential skills of being assertive
Assertive techniques
APPROACHES AND CASE STUDIES
Approaches for working with difficult people
Difficult situations: case studies and applications
MAINTAINING THE SUCCESS HABIT
Perceptual Positions
Mental presuppositions
Programming assertiveness


About the author(s)

Greg Whitear
Greg is a business and management development consultant with special skills in organisational learning, psychometric assessment, coaching, counselling, and the design and delivery of learning programmes that promote change, leadership, teamwork and employee effectiveness. Following a career in the Royal Air Force, Greg has gained considerable management and consulting experience in UK and international organisations providing business, education and learning services to a wide range of enterprises in the public and private sectors.

Geoff Ribbens
Geoff is a management consultant and trainer with special skills in Mentoring senior managers and directors. Geoff designs and delivers a variety of programmes the predominant ones tend to be Team Building, Leadership, Change and Employee Performance. After twenty-one years in the University sector Geoff set up his own consultancy in 1991 and has worked in the Public Sector, Charities, Defence Industry, Finance Sector and the Pharmaceutical industry.

http://www.cipd.co.uk/Bookstore/_catalogue/Training/9781843981756.htm