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