Individual and organisational performance depends on smooth
relationships with internal and external customers, and the ability
of individuals and teams to cope with the difficult and stressful
situations that inevitably arise. At the same time, the drive for
efficiency and profit makes this more difficult; workers are asked
to do more with fewer resources, and to satisfy the ever-increasing
expectations of bosses, customers, colleagues and suppliers. To
meet this challenge, this toolkit contains everything you need to
train people to cope with difficult people and difficult situations
at work. It contains the most useful training tools and proven
techniques that can be tailored to a wide range of training needs
such as customer service, combating stress in the workplace,
communication skills, influencing skills, assertiveness, leadership
and management skills, and interpersonal skills.The toolkit
includes mini psychometric tests, questionnaires, tools, examples,
templates and tips for every aspect of handling difficult people
and difficult situations, including coping strategies for dealing
with difficulties arising from situations such as appraisal,
discipline and grievance procedures, change, staff cuts, and poor
performance. The content is structured in a way that makes it easy
to dip in and out which, along with the customisable tools, enables
you to tailor to an organisation specific training needs. This
toolkit is ideal for trainers and learning professionals, as well
as HR professionals and coaches. Individuals can also work through
it themselves.
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