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How to Deal with Difficult People
A seminar which entertains and empowers employees at all levels
by giving them new communication and problem solving strategies.
We demonstrate the difficult situations and ways to handle them,
and scenarios can be adapted to reflect typical or recurring
problems in your organisation.
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
Course contents
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
What people say
“Well organised, light hearted and friendly but not
light weight. Very useful tactics for dealing with workplace
conflicts.” HR Manager
“I wish I’d done this course 20 years ago.”
NHS Administrator
“Gave me real insights into how to improve things.”
Teacher
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