Dealing with "difficult people" in the workplace is unavoidable. However, it begins with recognising there are no difficult people – there are only "people", and sometimes people exhibit difficult behaviours. While you cannot change other people, this course will empower you to deal with difficult behaviours by recognising and understanding the intents behind them and responding assertively.
This course is ideal for
Anyone who encounters strong personalities or challenging behaviours in the workplace when dealing with difficult co-workers, customers, suppliers, managers or staff.
What you will learn
Recognise difficult behaviours and the intents that drive them.
Select the best strategies to deal with different types of behaviours.
Take action by using assertive communication techniques to deal with difficult behaviours.
Use behavioural-based language to make your point clearly.
Understand and manage the emotional processes that both you and the person exhibiting the difficult behaviour may experience.
Topics covered in this training course
Identifying difficult behavioursUse the lens of understanding to identify the difficult behaviour you are dealing with and what to do about it.
The ladder of inferenceUse this tool to help you decide if you are dealing with genuinely difficult behaviour or misperception.
Difficult behaviours are not assertivePeople displaying difficult behaviours are not usually being assertive; they show aggressive, passive, or passive-aggressive tendencies that you must deal with using a different approach and skill set.
Dealing with high emotionsThe hardest part of dealing with difficult behaviours is the high emotions that often come along with them. Learn techniques to use your voice to manage others' emotions while remaining calm and assertive.
Anger and our brainsUnderstand the different functions of our brains and how they process emotions, thoughts and information.
Responding with assertivenessAssertive communication is a set of learned skills. When people communicate or behave assertively, they are working towards an outcome or solution that satisfies both or all parties.
Using behavioural based language to minimise difficult behavioursToo often, when we need to talk to someone about their difficult behaviours, we skirt around the real issues. Using language that describes specific behaviours makes it easier for you to get to the point and others to understand what you want them to change.
Assertive communication techniquesWhen people display difficult behaviours and you don’t deal with them assertively, it will continue and may even get progressively worse. Learn some practical techniques and sentence starters to help you take action.
Box office accepts all major credit cards
Will Call is open during regular Box Office Hours and 2 hours prior to curtain.
(480) 965-3434 - Gammage information and Charge By Phone (480) 965-6678 - Gammage Group Services
Box Office is open 10am-6pm Monday - Friday and event days. The Box Office will be closed on Fridays, during the summer months.
Venue is accessible to all patrons. Seats in accessible section are limited to one companion seat. THERE IS NO ACCESSIBLE SEATING AVAILABLE IN BALCONY OR TIER SECTIONS. PATRON MUST USE STAIRS TO GAIN ACCESS TO BALCONY OR TIER SEATING.
Cash, Visa, MC, AMEX & Discover. No Checks accepted at Box Office
Will Call is located at main Box Office. Customers can pick up any time/day prior to event
(518) 487-2000
Box Office is located on the Market Street side of the venue. From Labor Day to Memorial Day - Hours M-F 10AM -6PM & Sat 10AM - 2PM Summer Hours (from Memorial Day to Labor Day) - Hours : M-Th 10AM - 5PM Closed Fri-Sun
This is an accessible venue. Venue is Accessible from Pearl Street Level with escalators and elevators to the concourse level. Venue parking in MVP Arena Garage (behind venue) is accessible via walkway on the 3rd floor of garage.
The Box Office accepts Visa, Mastercard, Discover & American Express.
(816) 920-9400
The Box Office hours are as follows: Monday through Friday - 8:30AM to 5PM Saturday (during Chiefs season) - 9AM to 1 PM - Home Game weekends only Saturday and Sunday - Closed
Visa, MasterCard, American Express, Discover & Cash.
Will Call begins 2 1/2 hours prior to event.
615-565-4200. Fax is 615-565-4212. For CMA Festival Info, please call 1-800-CMAFEST
8:30AM - 5:00PM Monday - Friday.
This is an accessible venue: All Patrons in Wheelchairs Must Purchase Accessible Seating. For CMA Music Festival: Please contact CMA at 800-262-3378 for accessible seats.
The Springboard Women's Development Programme
Springboard is a 3 month personal development programme specifically developed and written for women.
The phenomenally successful, award-winning development programme for women. This enables women to identify the clear, practical and realistic steps that they want to take to make a better world for themselves at work and home, whilst building the practical skills and confidence to take these steps. It is delivered through an extensive network of licensed trainers and has been used by over 230,000 women in over 40 countries.
The main purpose of the Springboard programme is to build individuals’ self-confidence and provide them with the tools to identify what’s important to them and set goals to achieve their real aspirations.
Some people want to do more but don’t believe they can. Some live their lives for others, sacrificing their own dreams or beliefs under the impression that they have no other choice. Some simply don’t realise their own potential. The programme really works. Springboard’s founding principle is that we have much more freedom than we think to “change what we want to change and be what we want to be”.
As well as a rewarding journey for the individual, they and their company will ultimately see the benefits through employees being able to demonstrate their ability to:
Set and monitor their own goals
Face perceived problems head on with a more positive approach
Identify what they can improve on about themselves and how
Practice assertive behaviours for the best results
Appreciate the differences in other people
Build their self-confidence and self-belief
Communicate with, negotiate and influence others effectively
The Springboard programme
4 x 1 day workshops (over 3 months) dates below
Each participant receives a comprehensive workbook with over 100 exercises and real life stores, heres a link to the book https://www.hawthornpress.com/books/personal-development/springboard/
Aimed at women of all levels
Discussions take place mainly in small groups
Discussions centred around group needs (work or home life)
A guest speaker invited to each workshop to share their story and give inspiration
Focus on real-life examples, particularly from the trainer
Challenge participants to step out of their comfort zone in a safe environment
Set ground rules to ensure the programme meets the participants’ needs and confidentiality
Springboard consultancy requests that only licensed trainers deliver their programme, read our trainers profiles here:
Becky http://www.springboardconsultancy.com/find-a-trainer/uk/springboardtrainers/becky-sharifi/
Gemma http://www.springboardconsultancy.com/find-a-trainer/uk/gemma-barlow/
Workshop dates for Manchester(all are to be attended as part of the programme):
Workshop 1 - 6th March 2020
Workshop 2 - 3rd April 2020
Workshop 3 - 1st May 2020
Workshop 4 - 5th June 2020
Who is it suitable for?
The Springboard Women’s Development Programme is designed for women from all backgrounds, ages and stages of their lives. Although the programme was initially written and developed for women in non-management grades, women from all levels, including management, have participated in the programme to the benefit of their personal and career development. For employers, the Springboard programme enables them to develop staff to their fullest potential, is quick and easy to implement and is often a key component in any Diversity and/or gender initiatives. For even greater impact, run the Springboard and Navigator programmes in parallel.
Why women only?
As with other minority groups (such as gender, age, religion, faith race, disability and sexuality) women have many issues in common. They get a huge boost by discovering they are ‘not the only one’.
The programme deals with sensitive issues, being women-only this makes it easier to talk about issues in a safe environment.Mainstream programmes do not address specific issues for women – this does. Gives your organisation an EO/Diversity boost to be doing something for women, in tune with gender equality legislation.Researched, designed and written by the Springboard Consultancy – Quality assurance, award-winning consultancy, reputable, recognises diversity in UK workplace.
What does the programme consist of?
The Springboard Women’s Development Programme has a tried and tested format that is frequently updated, grounded in reality and has an impeccable track record. Delivered over the duration of three months, it consists of five simple yet powerful ingredients:
A superb best-selling workbook, regularly up-dated and embracing all the material for the entire programme.
Four action-packed one-day workshops spread over three months.
The provision of real, relevant and inspiring role models.
The encouragement of effective networks within the group.
A local support system to enable sustainable progress.
Overall, the Springboard programme tackles issues such as:
Career development
Building confidence
Realistic self-assessment
Aspects of being a woman
Identifying priorities
Assertiveness skills
Setting practical yet stretching goals
Improving your health
Stress management
Presenting a positive image
Improved communication skills
Building better relationships
Building networks
What results can I expect?
The results relate to the individual aims and objectives that each woman sets herself on the first workshop. Many women use the programme for career development, to get results at work, such as new qualifications, promotions, new skills, a new attitude to change and a massive boost in confidence.
Other women focus on results in their personal life, such as sorting out difficult relationships, improving health, dealing with stress and gaining a work/life balance. Some women improve their career development after attending the Springboard Women’s Development Programme, whilst others stay in the same job but with a new sense of purpose and a more positive attitude.
84% of Springboard participants say they are ‘more open to change’ since attending the Springboard Women’s Development Programme.
83% say they have ‘a more positive attitude’.
80% say they have ‘increased confidence/self-esteem’.
79% say they are ‘better at managing change’.
78% have ‘taken on more responsibility’.
75% say they can provide evidence that they are ‘better at problem solving’.
67% say they can provide evidence that they are making a ‘better use of resources’.
Mastercard, Visa, American Express, cash
Will Call will open at the Main Box Office, located at the intersection of Park Blvd and Imperial Ave three hours prior to show time. No outside will call will be accepted. Customers should bring their confirmation number with a photo I.D. and the credit card used to make the purchase to claim tickets.
Tickets for the concert are not available for purchase in person at the Petco Park Box Office prior to the show date. On the day of the show, tickets will be available at the Petco Park Box Office, should any remain. Tickets for Metallica can be purchased online or over the phone by calling 866-448-7849 anytime or you can speak to a customer service agent by calling Ticketmaster at 800-745-3000 Monday – Saturday: 9am – 6pm and Sunday: 12pm – 6pm Pacific Time.
WHEELCHAIR ACCESS: Entire venue is accessible. There are wheelchair and companion seats, armless aisle and transfer seats, please specify your request in your email if you purchase via online. PARKING: Public pay lots with accessible parking CANINE COMPANIONS ACCOMODATED: Yes
Cash, Visa, MC, Discover and American Express only.
Photo ID is required for all events. Tickets will only be released to the person whose name is on the envelope. Note: Broncos half-price tickets are only available via mobile delivery. There is no will call for half-price tickets.
(720)258-3333
8:00am-5:00pm Monday - Friday 9:00-End of half time on Game Day
ADA seating may be purchased via Ticketmaster at Ticketmaster.com or by calling 800-745-3000. Limit of 4 ADA seats per customer. For ADA assistance/inquiries, please call 720-258-3337.
American Express, Visa, Mastercard, Discover
Tickets purchased in person at the box office are sent via text message at the windows.
(973) 757-6000 The Prudential Center Box Office is located inside the arena near the corner of Mulberry Street and Edison Place. Guests can enter from the corner of Mulberry Street and Edison Place, next to the Investors Bank Tower.
The Box Office is open Monday through Friday: 11am to 5pm. We are closed each Saturday and Sunday, with the exception of an event on one of those days, in which case we will open at 11am. Please visit www.prucenter.com/box-office for more information, or adjusted hours.
Accessible seating is available through Ticketmaster. Please visit ticketmaster.com to purchase accessible seating.