Difficult people are anything but in short supply. In your job you face the possibility of difficult confrontations with owners, managers, co-workers, subordinates, suppliers and customers every day.
This course provides the specific tools you need to take back control, reduce stress, raise morale and increase productivity. You will learn to correctly identify difficult behaviour and its sources. You will be provided what you need to understand difficult people. And it gives you concrete ways to deal with these challenges so that the repetitive patterns finally cease.

Duration: 1 day

Who is it for: This course is ideal for anyone who wishes to improve their ability to effectively deal with difficult people and difficult relationships.

Layout: This training course combines lectures with exercises that help the delegates to put what they have learned on the training course into practice.

Objectives

• • Recognise and deal with each of the most difficult personality types

Recognise temporary or chronic difficult behaviour and how to respond to each

Control your own anxieties and fears while confronting difficult people

Stop tyrants and micro-managers in their tracks

Neutralise the effects of negativity, hostility and aggression

Control your own anger and handle problem behaviour fast and with finality

Modules

How to Raise Your Awareness and Understanding of Difficult behaviour

• • What makes people like this?

An overview of difficult thoughts and actions

Tell the difference between the temporarily and the chronically difficult

Power issues and the need for any kind of control

Insecurity: Obvious and not-so- obvious implications of this major cause of difficult behaviour

What makes ’em tick? reasons why they act the way they do

Dangers of defining the problem only as you see it

Your Turn: How to Examine Your Own Reaction to Others’ behaviour

• • Internal drive: What’s that tape playing inside your head?

Attitude check and a list to help find out if it’s you, not “them”

Image maker: How to recognise yourself in difficult people’s behaviour

Chart your path to greater self- understanding about difficult situations

Worrying your way into recurring difficult confrontations

Missing the boat: How to distinguish between self-denial and self- protection

The rule of results: What happens + Your reaction = What you get

Rose- or other-coloured glasses and recognising the filters you look through

Self-defeating Actions That Only Increase and Prolong Your Difficulties

• • The waiting game is why procrastination won’t ever make the situation disappear

Hints, lobs and generalities that miss the mark and the solution

“One-upping” that difficult co-worker and why it never turns out for the better

Pushing the difficult person toward changes they’ll never accept

Urging them to like your way

Having to be right at all costs

Over-preparing for the confrontation that you keep putting off

Taking the blame just because he or she is your boss

Positive Steps to Successfully Overcome Negativity in the Long Term

• • Move from confrontation to positive interaction in easy steps

How changing your frame of mind will change behaviour outcomes

The steps of the Change Equation

Techniques for healing after dealing with difficult people

Proven Ways to Difficult-people-proof Your Life

• • Difficulty solved and keeping it that way

What to do when your difficult-people- dealing strategies flop

Decisions, decisions: You always control your response

The life lessons that difficult people offer you

Practice until you get it right

How to speak positively so you can think positively

How to predict and avoid future encounters