Dealing with Difficult People (1/2 day)
At one time or another, everyone has to deal with difficult people. They often include the complainers, the know-it-alls, the passives, the dictators, the Yes people, and the No people. Knowing how to deal with these people will allow you to approach your work with more enjoyment and your colleagues with greater confidence.
This half-day workshop (8.45 a.m.-12.30 p.m.) presents useful techniques that help all employees "keep their cool" in a wide variety of difficult situations. It outlines the successful elements of dealing with difficult situations and difficult people of all types - whether they are customers or colleagues.
Who should attend:
- Anyone who feels that their response to working with difficult people
could be improved.
Cost:
Early bird rate: $340.00 + GST; otherwise $390.00 + GST
Learning Objectives:
- Gain insight into why people can become difficult
- Identify ten major types of difficult behaviours
- Distinguish between passive, aggressive, and assertive behaviour and develop specific strategies to manage this behaviour
- Pre-empt challenging situations and avoid escalating them further
- Develop assertive communication skills designed to improve your delivery of bad and unpleasant news
- Learn the importance of non-verbal communication
- Use words that make a difference
- Deal with emotions and feelings
- Learn how to give and receive criticism and deal with unfair or unwarranted criticism
- Make people you deal with your partners in finding a satisfying solution
- Be less of a target with difficult people