Dealing with Difficult People

Dealing with Difficult People and Situations

This program is designed to provide participants with skills, tech­niques and strategies to professionally and confidently deal with dif­ficult people and situations, whether this involves an aggressive client or customer, or, an abrupt or discourteous employer or employee.

Content

The role of power, structure and tension in relationships

Conflict or compromise - selecting the right strategy

Dealing with anger

Neutralising a hostile environment

Building bridges instead of walls

Communication techniques in difficult situations

Learning Outcomes

Identify the styles of difficult behaviour and determine your own personal style

Build strategies for creating an atmosphere of positive communication

Identify ways people create and use conflict

Determine how and when to train, coach and counsel difficult employees

Develop tactics that can help manage difficult behaviour

Diagnose underlying factors that cause barriers or breakdown of communication

Respond to difficult situations with professionalism and confidence

If you have ever felt anxious, lost patience, or avoided conversations with certain people or personality types, then this course is for you. This program is designed to provide you with skills, techniques and strategies to successfully deal with difficult people and situations, whether they are an aggressive client/customer, or an abrupt or discourteous employer/employee.

Content

Identifying personality types versus individual “frame of reference�
Diagnose underlying factors that cause barriers or breakdown of communication
Skills to diffuse anger and conflict �manage strong emotions
Strategies to remain neutral with people you don’t like
Analyse and prepare for a difficult conversation
Avoid common mistakes
Promote joint problem solving around tough situations
Learning Outcomes

Identify ways people create and use conflict
Clarity on your own personality style and understand how you react when faced with a hostile environment
Develop tactics to help manage difficult behaviour
Ability to respond to difficult situations with professionalism and confidence

Module 0: Pre-assignment
| Yes, 5 To 10 Days Prior To Course Delivery


| Module 1: Introduction and Course Overview
| Learning Objectives


| Module 2: Self-assessment �A Profile of Interpersonal Interactions
| Are You Part of the Problem
Working Toward Solutions


| Module 3: Importance of Good Communication
| Choosing the Right Words
Asking Questions
Listening for Answers
Non-verbal Messages


| Module 4: Managing Anger
| Understanding More About Anger
Managing Your Own Anger
Dealing with Other People’s Anger
Preventative Strategies


| Module 5: Dealing with Difficult Situations
| Conquering Resistance
Recognizing Potential Difficulties


| Module 6: Difficult People �Classic Types
| Specific Causes of Difficult Behaviour
Weapons Used By Difficult People
Coping Strategies for Difficult Behaviours


| Module 7: Formula for Changing Attitudes of Difficult People
| Change Your Behaviour To Change the Interaction
Negative Interaction Cycles
Positive Interaction Cycles
Permanent Disassociation


| Module 8: How To Overcome the Feelings Difficult People Give You
| Put Yourself in Charge of You
De-stress Options

This program enables participants to understand different personality styles and how to effectively
communicate with them. Participants will reduce interpersonal conflict and stress by learning how to deal
with confrontational situations and improve positive thinking.
Program Content:
Introduction
�Objectives
People and Personalities
�Understanding and Working with Different Personalities
�Personality �How Does This Affect How We Work?
�Can you Really Change Others?
Communication and Conflict
�Confrontation - How, When, Where?
�Barriers to Resolution
�Reducing Interpersonal Conflict
�Influencing the Uncooperative
Strategies for Dealing with Negative Moods and Behaviours
�Encouraging Productive Problem Solving
�Lowering Stress to Improve the Situation
�Positive Thinking
�Guiding Principles

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