Cipd - Kogan Page Handling Difficult People and Difficult Situations (HR Toolkits)

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. At the same time, the drive for efficiency and profit makes this more difficult. Handling Difficult People and Difficult Situations 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, and interpersonal skills. The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and situations. This includes coping strategies for dealing with difficulties arising from appraisals, discipline and grievance procedures, change, staff cuts, and poor performance. About the Series:The HR Toolkits provide complete sets of customisable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees. About the Author Greg Whitear is a business and management development consultant with special skills in organisational learning, psychometric assessment, coaching, counselling, and the design and delivery of learning programmes that promote change, leadership, teamwork and employee effectiveness. Following a career in the Royal Air Force, Greg has gained considerable management and consulting experience in UK and international organisations providing business, education and learning services to a wide range of enterprises in the public and private sectors. Geoff Ribbens is a management consultant and trainer with special skills in mentoring senior managers and directors. Geoff designs and delivers a variety of programmes - the predominant ones tend to be Team Building, Leadership, Change and Employee Performance. After 21 years in the university sector Geoff set up his own consultancy in 1991 and has worked in the public sector, charities, defence industry, finance sector and the pharmaceutical industry.