British Council Sri Lanka

Handling Difficult Colleagues and Customers

Do you want to have a more effective and happier team? Sharing ideas and solutions at work leads to better decisions and more creative solutions. Knowing this, successful managers encourage and develop their staff to be more open with each other, and with clients and customers.

However, managing such openness can be challenging, especially when views and opinions diverge. This course equips participants with an understanding of how to manage conflicting views. It provides a set of tools and techniques and the opportunity to reflect on real life situations.

Handling Difficult Colleagues and Customers will also help you to improve the way you approach your relationships at work and help you identify ways to become more skilful at coping with those who are different from you. Aside from that, it will help you understand yourself better.

BENEFITS

After this one-day workshop you will be able to:

manage conflicting views successfully
use a range of techniques for diffusing difficult, tense or emotional situations
identify the best ways to work with colleagues who are different from you
use your new self-understanding to positive effect in the workplace

LEARNING OBJECTIVES

You can expect to:

assess your style of dealing with different opinions and ideas
develop a framework for identifying and analysing the causes and symptoms of conflicting views in the work place
be equipped with a set of tools for handling and capitalising on problem situations

COURSE OUTLINE

Defining a difficult colleague or customer

Case study
Dualism
Know your own style
The stress cycle

Causes and symptoms

Intentional or unintentional causes
Categorise the causes of problems
Internal stressors

Solutions

Prevention is better than cure
Solutions: pros and cons
Solution tools and techniques
Role play

Problem Analysis

The game
Case Study analysis

Finding balance

Personal coping strategies
Your personal work/life balance strategy

WHO THE COURSE IS FOR

This course is for executives and managers who deal with many colleagues and clients.

When: To be scheduled
from 0900 to 1600
Where: Cinnamon Lakeside – Dukes Court 1
Fees
Individual price - Rs. 10,600/- (includes lunch &
refreshments)
At your own
premises - Rs. 99,000/- (up to 20 participants)
This price does not include the
cost of transporting the trainer
to and from your premises

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