1. Dealing With Difficult people and situations Judith Bateson People and situations Keep calm and carry on...... How to deal with difficult people and situations Helen Williams

2. Your name? What is your role?

4. Challenging people and behaviour 1. Individually write down some examples of difficult behaviours or situations: you can use examples you’ve experienced e.g. Bad language; people who don’t listen. Write one behaviour per post-it note. 2. In pairs, talk to someone you don’t know well, about these behaviours and share what you’ve written.

5. Difficult types Mr and Mrs Know-it-all

6. Challenging people and behaviour In groups discuss – Why do people behave like that? What could be causing that behaviour?

7. Possible causes for behaviour Upbringing Media Health – physical/mental Embarrassment Privacy Lack of confidence Learnt behaviour Genuine grievance (contd)

8. Possible causes for behaviour Culture Peers Financial worries Perceptions Lack of information/unclear information Dependency on drugs/alcohol Stress/anxiety Literacy/language barriers

9. Difficult Person Coping Plan 1. Be brave! 2. Have a plan – be prepared to modify or abandon it! 3. Stop wishing they were “different”! 4. Breathe! Cooling off period 5. Give eye contact – don’t stare! 6. Respect others 7. Mind your language! 8. Hear what others say 9. Control your temper – yes, really! 10. Accept that you might be in the wrong – what, you?

10. OPPORTUNITYISNOWHERE