This webinar focuses on two aspects of managing and working with difficult people: •Prevention creating an environment in which colleagues feel supported and motivated. •Cure dealing with difficult behaviour when it arises.

•Understanding and preventing difficult behaviour Common causes of difficult behaviour and what can be done to prevent, reduce or remove such behaviours. •Developing skills for managing difficult people Investigating the underlying causes of behaviours and deal with them at an objective, rational level. •More advanced skills for managing difficult people Using the tricks of language and influence and how to change people’s behaviours in a second. •Managing specific types of difficult behaviour How to encourage changes in the behaviour of difficult people without giving direct feedback. •Feedback that works and critical conversations Using CASE to provide feedback on difficult behaviour. •Managing conflict Be aware that clashes of culture can cause conflict and apply the appropriate tools to reach a solution.

Kindly note that edited recording links will be made available 48 hours after the webinar has taken place to all delegates WHO have registered and attended the webinar. If you are unable to attend the webinar please send us an e mail requesting the recording Material link: You will only be able to access the material once you are logged-in. The electronic material will be made available 45 minutes before the start of the session. It will be available as a download on the platform, on the right-hand panel on your screen under the option “handouts”