CIPD Launches Tool to Handle Difficult People

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<p><strong>London &mdash; Oct. 9</strong><br />High performance depends on effective relationships with colleagues and customers and the ability of individuals and teams to cope with difficult and stressful situations. </p><p>The Chartered Institute of Personnel and Development (CIPD) has published a new tool kit, “Handling Difficult People and Difficult Situations,” providing trainers and HR professionals with a resource to train employees to cope with difficult people and difficult situations at work.  <br /><br />It contains useful training tools that can be tailored to a wide range of learning needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, leadership and management skills and interpersonal skills.</p><p>&ldquo;Difficult people may well have personal issues that make them difficult, and some people may be difficult because of the way we interact with them,” said co-author Greg Whitear. “On the other hand, people may seem difficult because their personality clashes with our own. But they are only difficult in our eyes and not necessarily in the eyes of others.<br /><br />&ldquo;This tool provides behavioral techniques that can be applied to a number of real-life situations such as getting the boss to listen to you, difficult appraisals and being criticized by your colleagues. It will enable individuals to handle difficult people and situations effectively and productively.&rdquo;<br /><br />The tool kit uses the STARS philosophy. To ensure employees work together well, everyone needs to be willing to:<br /></p><ul><li>Support other people who contribute toward shared goals.</li><li>Tolerate the difference in work style of colleagues.</li><li>Appreciate the value of different abilities and approaches to work.</li><li>Results focus that helps people work together, despite their differences.</li><li>Shared responsibility and approach to resolving issues and differences.<br /></li></ul>

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