There's no failsafe way to deal with difficult behaviour, but this video offers a four stage approach that can be used in many different situations. It's also a versatile resource to help your people explore their own views and techniques relating to this tricky subject.

The video shows how one professional, Phillip Hodson, deals with three different kinds of difficult people. Neither Phillip nor the three individuals in the interviews have a script to work to. This makes the communication real and 'rough' around the edges - and it makes for compelling viewing.

The trainer's guide provides ready-made activities to help you to structure your session:

• discussion activity: get your participants to discuss the nature of difficult behaviour and whether or not it should be confronted
• two role play exercises: encourage participants to practise and develop the skills of dealing with various types of difficult behaviour
• video based discussion: involve your participants in discussing one or all of the role-plays on the first video

Learning includes:

• how to confront rather than appease difficult people analyse, assess, assert, assent - how to develop the four-stage approach to dealing with difficult behaviour
• understanding basic counselling techniques

Especially relevant to:

• conflict management
• assertiveness
• problem solving
• interpersonal skills
• counselling
• grievance handling
• communication skills
• body language