Handling Difficult People

Introduction

Dealing with difficult people is one of the most demanding parts of people’s professional and sometimes personal life. The simplest interactions with these types of people, consumes a lot of time and energy and can leave people feeling tired and emotionally drained. Understanding the characteristics of difficult people, why they do what they do and the origin of their behaviour will enable delegates to deal with them more effectively.

This course relies heavily on the latest psychological research and provides several concise easy-to-use formulas that delegates can use to deal with challenging people or situations promptly. Participants are encouraged to look at difficult behaviours from different angles and use a suitable style of responding in each case.

Many guidelines are all too easy on paper. For example, most people know that they should not be emotional when in a conversation. However, telling people, “Please don’t be emotional” doesn’t really help. Instead, the course provides easy to follow formulas that can be remembered and used assertively in order to achieve the overall objective. The exercises in this course are designed to familiarise participants to common challenging situations and enable them to use their newly acquired skills in dealing effectively with these people.

Objective

Upon completion of this programme, the participants will be able to :

• Use the right mental attitude when confronting others to minimise the effect of difficult encounters
• Choose the right responding style when dealing with others
• Make constructive conversations by staying focused and in control
• Select an appropriate conflict resolution style to get maximum results
• React to confrontations quickly and efficiently while maintaining your emotional balance
• Identify toxic words and handle them while maintaining the efficiency of your conversation
• Identify the type of difficult people you are dealing with and respond accordingly

Who Should Attend

This program is suitable for Managers, Senior managers, GM, Directors

Level for manager and above

Methodology

This stimulating program will maximizes the understanding and learning through lecture, discussion, case studies and practical activities.

Module