Dealing With Difficult People

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SESSION 62	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
SESSION 63	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
SESSION 64	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
SESSION 65	Building Assertiveness
	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
SESSION 66	Conflict Resolution
	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
SESSION 67	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
SESSION 68	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