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Dealing with Difficult People and Situations
Most of encounter some people we have had difficulty working with? It may be your boss, a colleague, a member of your staff or even a customer. Do you find some situations difficult to handle? Perhaps you dislike conflict, but by avoiding it you are left feeling that others are taking advantage of you. Perhaps you find it hard to manage your emotions or do not know what to do when other people express theirs.
These are just some of the areas where Dealing with Difficult People and Situations can help. You will learn the characteristics of three main behaviour types – assertive, aggressive and passive. This course will help you to understand behaviour, discuss situations you have encountered and the effect it had on you. You will also look at your own behaviour and consider how it might affect others.
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To understand behaviour and its effects
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To develop communication skills that help deal effectively with difficult situations
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To recognise three different behaviour types
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To be able to deal more confidently with difficult situations so that no one feels a ‘loser’
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To use your increased understanding of human behaviour and its effects on others
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To utilise specific communication skills that will help control difficult situations
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To identify passive, aggressive and assertive behaviour – and the effect of this behaviour on others
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To adopt a professional and appropriate style of behaviour when handling difficult situations
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How to handle confrontation
Course Outlines
• Introductions and personal objectives
• Could you be part of the problem?
• How can you work toward different solutions?
• Impact of Personality
• Introduction to the Myers Briggs Type Indicator
• The importance of good communication
• Choosing the right words
• Asking questions
• Listening for answers
• Non-verbal messages
• Preventative strategies
• Dealing with difficult situations
• Conquering resistance
• Recognising potential difficulties
• Difficult people: the classic types
• Specific causes of difficult behaviour
• Coping strategies for difficult behaviours
• Formula for changing attitudes of difficult people
• Change your behaviour to change the interaction
• How to overcome the feelings difficult people give you
• Put yourself in charge of you
• Review and personal action plan
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