How to deal with difficult people
A workshop or seminar that entertains and empowers attendees at all levels by giving them an opportunity to reflect on responses and approaches when faced with another’s difficult behaviour. The day will help develop new communication and problem solving strategies, and discusses commonly encountered difficult situations and ways to handle them. Attendees will also be able to discuss their own ‘worst case scenarios’ in a supportive environment with insight and guidance from the presenter.
Content
- What makes people difficult?
- The seven most difficult ‘characters’
- Dealing with people you can’t stand
- Separating impact from intent
- Creating a working relationship
- Handling our own emotional responses
- The three ‘C’s
- Getting the message across
- Aggressive types who impose their views
- Deflating angry outbursts
- When superiors are difficult
- Dealing with a blamer, tactics for sarcasm
- Countering negativity, overcoming resistance
- Countering to the ‘victim’ stance
- Acknowledge but don’t argue
- When to stop communicating
- Maintaining dignity and respect
- Keeping cool at all costs
- Making an ally of an adversary
- Working towards solutions
- Dealing with dissent and disagreement
- Preparing ‘Plan B’
- What to do if all else fails
Objectives
Become more confident in the face of angry or demanding behaviour
Deal with manipulation and put-downs
Get better results from uncooperative ‘others’
Identify their own ‘difficult’ behaviour
Improve their relationship skills
Persuade or influence rather than confront
Work with colleagues they find difficult.
(Content may vary a little as the exact contents will depend on the needs of the group on the day)