This one-day course considers strategies for more effectively dealing with difficult situations and people in a work environment and the skills needed to build good working relationships with clients, colleagues and other contacts.
Attending this course will provide you with:-
- A better awareness of how to deal with difficult and awkward people within a working environment
- Insight into how to build a better relationship with clients and other contacts.
This course is designed for trainee, newly qualified, assistant or associate solicitors, who are experiencing challenges in dealing with difficult and awkward people within a work environment.
- Gain a better understanding of how and why some people are difficult;
- Develop skills for handling difficult people more effectively;
- Learn methods for more successful conflict resolution; and
- Gain an insight into how to better deliver a service to clients and other contacts.
Live Online – 6 November 2023
Live Online – 30 September 2024
Live Online – 4 November 2024
- Interpersonal Skills
- How and Why Some People Are Difficult
- Types of Difficult People
- Skills for Dealing with Difficult People More Effectively
- Understanding Your Own and Others’ Behavioural Styles
- Communication Behaviours
- Communication Skills to Build Better Rapport
- Assertiveness Techniques.
- Top Tips for Resolving Conflicts More Effectively
- Understanding Your Triggers
- Perceptual Positions
- Listening Skills.
- Case Studies – Dealing with Difficult People
No prior knowledge is required for this course, although some (but hopefully not too much!) practical experience in dealing with difficult and awkward people in a work environment may unfortunately prove beneficial.
To optimise the time available during the course, preparatory work must be completed in advance of the course.
Practice and reflection as delegates continue to learn from:
- A situation that went well – to replicate success;
- A situation that did not go well – to avoid future mistakes; and
- Observing internal and external role models.
A1 Act honestly and with integrity, in accordance with legal and regulatory requirements and the SRA Handbook and Code of Conduct
A2 Maintain the level of competence and legal knowledge needed to practise effectively, taking into account changes in their role and/or practice context and developments in the law
A3 Work within the limits of their competence and the supervision which they need
A5 Apply understanding, critical thinking and analysis to solve problems
B1 Obtain relevant facts
B3 Develop and advise on relevant options, strategies and solutions
B5 Undertake effective spoken and written advocacy
B6 Negotiate solutions to clients’ issues
C1 Communicate clearly and effectively, orally and in writing
C2 Establish and maintain effective and professional relations with clients
C3 Establish and maintain effective and professional relations with other people
D1 Initiate, plan, prioritise and manage work activities and projects to ensure that they are completed effectively, on time and to an appropriate standard, both in relation to their own work and work that they lead or supervise
D3 Apply good business practice.