Handling Challenging Individuals

The aim of this course is to give participants the tools and confidence to deal with difficult or challenging behaviour in their council.

We will look at ways of trying to understand why the other person (or people) may be being challenging, ways of assessing the issues and considering techniques to resolve these situations. There will also be an opportunity to share ideas with other course participants through applying the skills to real life scenarios.

Suitable Audience
Both Councillors and Council Staff

Benefits
By the end of the Handling Challenging Individuals you will:

• Have an understanding as to why some people may be 'difficult'
• Be able to identify types of 'difficult' behaviour
• Understand their own communication style and how that might contribute to challenging situations
• Be able to identify ways to defuse or deal with situations where people are being difficult
• Be able to state your own position in an assertive, non-confrontational way
• Have identified coping mechanisms for yourself