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Event Information

Dealing Challenging People

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9:30 am - 4:30 pm

Tuesday 8th January 2019

Who Should Attend?

This workshop aims to support anyone who has to deal with challenging people in their Practice/place of work –patients or colleagues. The workshop explores the skills required to understand and manage difficult behaviour whilst maintaining self esteem in a win/win situation.

We will cover the following topics and the day will conclude with a supported Action Planning session.

Sessions will be interactive, practical and fun.

Learning Outcomes

Standing your ground and being assertive

  • What is assertiveness?
  • How to be assertive
  • What stops us from being assertive?
  • Case Studies on being Assertive

Tools and models to help you give feedback


  • Influencing process – the key stages
  • Influencing line – fun exercise
  • Power words
  • What makes people say yes?

Why are people challenging

  • Explore what drives this behaviour
  • What is the effect on you and others?
  • Techniques to defuse aggressive behaviour
  • Managing criticism assertively
  • Hints and tips

Being confident in meetings

  • Think yourself confident
  • Planning what to say
  • Help with what to say
  • Case Study cards

Self awareness – how do I come across?

  • Strengths and areas to work on?
  • Co coaching

Max Participants: 0

Registration is currently closed.

Venue Information

Bradley Stoke Surgery


Brook Way,
Bradley Stoke,
BS32 9DS


01454 616262

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