Understanding and Dealing With Difficult People

Overview
Curriculum
Instructor

To watch a sample of this course, Click the”Curriculum Tab“.

Why this Course is Important

“Understand why some people are hard to work and difficult and learn to manage people’s difficult behaviour.”

No matter where you work or your job role, there will always be difficult people that you need to deal with. They could be a customer standing in front of you venting their frustration, a caller on the telephone behaving like a petulant child, or a colleague simply being irrational, unreasonable, or unable to control their emotions.

Whatever the situation, you can’t make difficult people disappear, so you need to understand better why these people behave the way they do and learn new and more effective strategies to cope with the unacceptable behaviour.

Understanding and Dealing With Difficult People is a powerful and practical session that will help you develop proven skills and strategies to cope with anyone who is difficult, including customers and colleagues. If you have difficult people in your working or personal life, this should be one session you put on your to-do list to attend this year.

Course Objectives

Successful completion of this course will increase your ability to:

Identify the most common kinds of ‘difficult’ behaviour at work.
Avoid the common pitfalls and stay out of self-defeating cycles of response.
Pre-empt difficult situations and stop them from escalating.
Plan for more successful outcomes with relationships at work, home and socially.
Use techniques to isolate your mind by bulletproofing yourself against people with these difficult behaviours.

What Will You Learn

What do we mean by difficult people?
What makes people difficult?
Identifying the different types of difficult behaviour.
The ego versus esteem see-saw.
What are your options? Take them on?
Ignore their behaviour, or try something else?
The story of Buddha and the angry man and The Dalai Lama’s philosophy about difficult people.
How to control your emotions before any interaction.
Reaction vs Response.
The Agreement Framework.
Different Communication Styles.
Empathy vs Sympathy.
Personal Attacks – Hot Buttons
Redirection.
How to calm down after a challenging interaction.

Personalised Certificate for Completion

At the end of each training session, participants will be asked to complete a short assessment based on the course covered and receive a personalised downloadable certificate.

Professionally Designed Workbook Included

Your course comes with a professionally-designed downloadable workbook. The workbook will allow you to add information gained during the training, as well as add your own thoughts and observations. The last page of the workbook contains a personal action plan to help you implement the key lessons from this training session.

BONUS: For managers, team leaders, and supervisors attending this training, you will also receive a bonus coaching question sheet. This is the perfect tool for having powerful coaching conversations with individuals or your entire team about this topic.

Paul Puckridge

For the past 26 years, Paul Puckridge has been the training director and head instructional designer at The Success Institute. Over nearly three decades, Paul has trained over 10,000 managers and employees from any of Australia's most respected and well-known private and public organisations. Paul has a passion for professional development, ongoing learning, and a deep desire to help develop Australian managers' and employees' skills and work smarts.