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||Understanding Yourself And Others
- The psychology of difficult people
- Why are people difficult?
- Understanding individual differences
- Recognising that different ≠ difficult
- Introduction to behavioural profiling – DiSC
- How values, beliefs and experiences affect our interactions
- Understanding your behaviour, needs and preferences
- Adapting your style – why and how?
- Understanding and ‘reading’ others
- Adjusting your style in order to become more effective
- Reading others in real time – DVD scenarios
||Meeting Difficult People’s Expectations
- Who are your customers/clients?
- Your customer’s/client’s expectations – how do you rate?
- How do other people see you?
- The benefits of great service – for you and them!
- Understanding and meeting their expectations
- Clarifying client expectation – how to determine ‘real’ urgency
- The importance of initiative and being pro-active
- Increasing responsibility
- Building trust and integrity
- The importance of follow-up
||Communicating With Difficult People
- Using appropriate language – the importance of diplomacy
- Understanding impression formation and getting it right
- Active listening techniques
- Questioning skills – how to get the information that you need
- Overcoming barriers – improving rapport and empathy
- Giving clear messages and effective feedback
- Dealing with misinterpretation
- How to give people information they don’t want to hear
- How to say ‘No’ while maintaining a positive relationship
- Planning your communication
- The power of nonverbal communication
- Defining your influence at work?
- The Interpersonal Influence Inventory (III) – self assessment
- Directness of communication and consideration for others
- Open Aggression vs. Concealed Aggression vs. Passive communication vs. Assertive communication
- Why assertive communication is most effective
- Characteristics of assertive people
- The ASERT process
- Analysing the situation and controlling your emotions
- Stating your position confidently
- Receiving feedback and understanding their point of view
- Gaining agreement and moving forward
- The consequences of avoidance and poor conflict management
- Emotion vs. logic – why people don’t listen
- Diffusing anger and emotion
- Recognising the emotional tactics that people use
- Dealing with your own feelings – e.g. anxiety, guilt, frustration, etc.
- Negotiating the solution process
- Coping with over-sensitivity
- Separating the person from the problem
- Abusive or threatening people – what to say and what not to say
- Not taking conflict personally
- Knowing when to escalate it to your manager
- Not carrying the conflict and stress with you
||Practical Scenarios And Application
- Who are the people you find difficult to deal with?
- Handling aggressive, hostile people
- Angry or abusive people
- Emotional or upset people
- Pushy or shouting people
- Confused or ignorant people
- Understanding your ‘hot buttons’?
- Lessons learnt
- Where to from here
||Problem Solving With Difficult Situations
- What situations cause stress/conflict with customers, clients and colleagues?
- Identifying the challenges of our environment
- Focusing on the need rather than the problem
- Appropriate problem management
- The benefits of a disciplined approach
- Developing a clear understanding of the issue
- Clarifying the desired goal
- Analysing potential causes
- Identifying possible solutions
- Brainstorming and increasing creativity
- Avoiding evaluation and self censoring
- Choosing the best solution(s)
- Developing an Action Plan