Dealing with Difficult People Back
Awkward customers. Prickly colleagues. Meddlesome managers. Difficult behaviour can manifest itself in many ways in the workplace. But whoever it comes from, one thing’s for certain: the stress it causes us can really hurt - even to the extent of illness and absenteeism. So in this practical workshop you’ll learn how to deal rationally with difficult people whose behaviour - whether face-to-face, by telephone or by email - can become demanding and aggressive. Find out how to say no and mean no. Discover how to be more assertive. Develop skills to cope by not taking things personally. And recognise the stages in conflict escalation. There must be a lot of difficult people in the world because this is one of our best-selling workshops. It's aimed at anyone who has to deal with difficult people - clients, partners, staff, management or colleagues - with unrealistic expectations and an over-inflated sense of entitlement, whose behaviour becomes unreasonable, aggressive or demanding.
In those situations we need to be able to respond effectively and in a controlled manner. This practical course focuses on how to deal rationally and effectively with difficult people, how to be assertive, say 'no' when you need to and motivate difficult people to moderate their behaviour. It is ideal for front line staff, team leaders and managers who have direct contact with others either- by telephone, e-mail or face-to-face.
By the end of this course, through led discussion, practical and interactive activities, scenario-based learning using case studies, group discussion and individual exercises, those attending should be able to:
- Identify the different types of difficult behaviour and the source of those behaviours
- Appreciate the role that conflict plays in dealing with difficult people and recognise the stages in conflict escalation and how reacting [or not, as the case may be] at an earlier stage might help moderate difficult behaviour
- Develop assertiveness strategies and understand the difference between passive, aggressive and assertive behaviour
- Practise saying 'no' and meaning 'no' more often, and without feeling guilty and/or repeatedly apologising
- Learn how to stop taking things personally, to develop emotional intelligence, which leads to resilience, and to ensure your 'locus of control' is within
- Appreciate the important impact of your personality, and that of others, in dealing with difficult people
- Develop ways in which to motivate difficult people to moderate their behaviour, by understanding human needs and wants
- Deal effectively with aggressive people and develop skills for defusing anger and calming people down
- Successfully handle sarcasm and intimidating comments
- Recognise appropriate body language to use when dealing with difficult people