Dealing with Difficult People

This one day course considers strategies for more effectively handling 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 handle difficult and awkward people within a working environment; and
Insight into how to build a better relationship with clients and other contacts.

Audience

This course is designed for trainee solicitors, assistant solicitors or associate solicitors who are experiencing challenges in dealing with difficult and awkward people within a work environment.

Key Benefits

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.

Format and Delivery
- Knowledge
- Interpersonal Skills
Topics Covered
- How and Why Some People Are Difficult
- Types of Difficult People
- Skills for Handling Difficult People More Effectively
  - Understanding Your Own and Others’ Behavioural Styles;
  - Communication Behaviours;
  - Communication Skills to Build Better Rapport; and
  - Assertiveness Techniques.
- Top Tips for Resolving Conflicts More Effectively
  - Understanding Your Triggers;
  - Perceptual Positions; and
  - Listening Skills.
- Case Studies – Handling Difficult People
Prior Knowledge
Pre-Course Work

To optimise the time available during the course, distance learning work can be completed in advance of the course.

Post-Course Work

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.
Coursework

To optimise the time available during the course, distance learning work can be completed in advance of the course.

Competences

Complementary Courses

Price £165

price

per delegate
(excludes vat)

Available In-house

structure

Available as an in-house course

Continued Competence

competencies

Helps satisfy elements of the SRA statement

Dates/Venue

Venue	Date
Manchester (?)	09 Sep 2019

Book your place
now

Have a question? Call us on
4402920451000 >

Terms & Conditions

Have a question? Call us on
4402920451000 >

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Kaplan Altior Experience

We help those in the legal sector achieve their professional development and career goals and excel in their field.

Our programmes offer an interactive and practical learning experience that delivers lasting results and is easily put into practice.

We have vast experience in legal training and assessment and have been developing legal talent for over 35 years.

When tailoring programmes, we take the time to understand your business and create solutions to suit your unique training needs.

Strong client service is at the heart of our business and underpins everything we do. It's what sets us apart from other providers.

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; and
D3	Apply good business practice.

First PSC Live Online Course

Dealing with Difficult People

Audience

Key Benefits

Format and Delivery

Topics Covered

Prior Knowledge

Coursework