This practical and effective one-day course is aimed at those who are managing awkward or dysfunctional teams [and unfortunately, it only takes one disruptive or difficult person to create dysfunction in a team]. It can simply take one difficult team member, or someone who displays challenging behaviour, for a team to stop performing and lead to low productivity. If you are managing a difficult team, which will ultimately reflect badly on you, then this course is an ideal way in which to learn how to turn things around.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about managing difficult teams.

This practical one-day course is designed to help delegates to understand the principles of mediation and negotiation, the differences between being a mediator and a negotiator and the benefits of a mediation approach in the workplace. Disputes happen, people often aren’t good at negotiation, or are so determined to get their own way, at the expense of others. Most of the time people sort things out by talking, active listening, compromising and collaborating. But, when that doesn’t work, we get stuck in a dispute, which can, often quickly turn disruptive, not only to those involved, but the wider team. Any unhealthy conflict is stressful, costly and distracting.

This course is aimed at anyone who wants to become a more effective negotiator, or who has the responsibility for mediating between two parties in dispute, as well as at those organisations who want a valuable resource of trained staff who can be offered as mediators, saving on the cost of employing outside agencies. It will provide an opportunity to practice key skills of effective mediation and negotiation, in a safe and engaging environment. Delegates will develop confidence in managing everyday workplace conflicts and be able to reduce grievances and disputes.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about mediation and negotiation.

We all find ourselves handling awkward conversations from time to time. The natural response is to avoid such discussions. But avoidance is often the worst option. This course will show you the right options.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about handling awkward conversations.

This course is aimed at those who, more often, than not, find themselves ‘saying yes’ when they really should say ‘no’? But, they do so, because they don’t want to cause offence, they don’t want to offend others – at the expense of their own needs! And, to those who listen with respect and dignity to others, but, who don’t receive the same courtesy in return. It’s also aimed at delegates who feel uncomfortable giving constructive criticism to people who are being unreasonable, disrespectful, unhelpful or unfair [to name just a few dominant behaviours] and who also find themselves apologising when no apology is warranted? In short, this course is aimed at helping delegates become more assertive, to manage expectations and to feel comfortable giving feedback and constructive criticism to others, without fear of the consequences.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about assertiveness.

The customer/client is always right! Even when they’re wrong! Or so the saying goes. Right or wrong? Handling complaints well can be a real challenge for both individual complaint handlers and the organisations being complained about. So this course has been designed and developed to help whether your role is tactical (getting your ear bent by angry callers day in day out) or strategic (putting in place the systems to deal with the complaints, learn from them and change where and when appropriate).

Whilst some workplace conflict can be positive, if left unchecked, unhealthy conflict can be extremely damaging, resulting in uncomfortable relationships, mistrust between colleagues, a lack of accountability, less creativity, lower productivity, stress and sickness, a loss of commitment and wasted resources. By taking a number of conflict management tools, techniques and theories and putting them into practice, this hands-on and effective training course aims to turn conflict into a productive force.

Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about resolving that conflict.

Bullying and harassment is most common in organisations with poor workplace cultures. Bullying and harassment at work takes many forms. It may be covert and insidious or a one-off, blatant instance of bullying behaviour. This behaviour can result in low levels of job satisfaction, a low opinion of management, physical and mental problems for the individual and increased absences, turnover and resignations, as well as poor morale and performance, leading to loss of productivity and a culture of fear and blame, for the organisation.

If you have experienced bullying or harassment, or if you are responsible for line managing anyone who has had this experience, where their health, safety and well-being is one of your key responsibilities, then this course is a must.

Read our newly-launched difficult people blog for insight and offers on workplace conflict.

In this one-day course delegates will learn the key skills to maintain calmness and be in control and to de-escalate the behaviour of angry callers. They also learn coping strategies to use during and after an aggressive phone call. By the end of the day, delegates will be equipped with a range of tools to deal with difficult people and challenging behaviour. And we help them deal with the impact it can have on them personally and professionally so they can avoid the attendant stress and potential burnout.