DEALING WITH DIFFICULT PEOPLE AND SITUATIONS
MILTON KEYNES, TUESDAY 29 NOVEMBER 2011
Last date for booking Monday 21 November
This one day course, accredited by Lantra, would be of value to anyone whose working environment brings them into contact with the general public, e.g. school sports fields, local authority amenity land, village or community sports facilities or play areas, golf courses, public parks and gardens, theme and leisure parks.
Inevitably such people will meet situations of potential conflict and misunderstanding. Such events demand well-developed communication skills if they are to be dealt with sensitively with the best possible outcome being achieved for all concerned.
The aims of the Course
At the end of the course, delegates will be confident that they can deal satisfactorily with difficult situations and difficult people, have learnt how to:
1. Perform their ‘day to day’ work, confident in the knowledge that their communication and conflict handling skills are sufficient for them to be able to handle difficult situations involving a range of different people with competence and without unnecessarily involving others e.g. Security
2. Prevent difficult situations/conflict situations from getting worse in an authoritative but understanding way
3. Utilise agreed ‘best practice’ for dealing with conflict at work in a discreet and sensitive way
4. Apply their ‘learning’ immediately and review progress regularly with their colleagues and supervisors.
Topics covered include:
• The Definition, Causes and Stages of Conflict
• The 5 natural responses to conflict
• Adapting our natural responses
• Tips for handling conflict
• Words that work
• Body language and how it can help or hinder
This course is delivered to small groups (typically a maximum of 12 candidates) in order that all can participate fully.
The course tutor is Frank Newberry. Trainer and counsellor Frank, a regular contributor to the Pitchcare magazine, has trained groundsmen and greenkeepers for more than 20 years and so well understands the particular challenges they face.
A range of delivery techniques is used, including interactive sessions and partner work. Written work is kept to a minimum.