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Dealing With Difficult People

presented by Job Design Concepts, Inc
View the Job Design Concepts, Inc Profile and Course Listings

Bring a trainer to your location to deliver this class for groups of 10 or more.

Summary

learn the skills essential to getting your ideas, plans and feelings across with confidence and conviction.

Workshop Description/Agenda

Your success is dependent on working with others; however, working with a perfect team is a dream, not a reality. In some situations there is a need to work with people who have different goals or agendas or who lack either commitment or interest in their job. Turning these situations into productive interactions is possible with the appropriate communication strategies.

Objectives

To learn the skills essential to getting your ideas, plans and feelings across with confidence and conviction.

  • To minimize conflicts and maximize harmony
  • To overcome any reluctance and to practice assertion appropriately in dealing with difficult situations
  • To improve interpersonal relationships and subsequently job satisfaction and task accomplishment

Format

  • Instructor presentation
  • Full-group discussion
  • Small-group interaction
  • Individual exercises
  • Practice exercises

Our Toronto based Dealing With Difficult People training & development workshop will enable participants to make presentations with confidence and composure.

Outline

  • Types of difficult people
  • Identifying your style in conflict situations
  • Differentiating between aggressive, non- assertive, assertive
  • Understanding your authority (rights)
  • Coping with difficult people
  • The keys to building effective communication
  • Building rapport
  • Actively listening
  • Using effective non-verbal communication
  • Using effective language
  • Escalators & de-escalators
  • Recognizing our triggers
  • Controlling feelings and emotions
  • Recognizing our filters
  • Saying no, graciously
  • Disagreeing diplomatically
  • Responding to criticism
  • Handling complaints
  • Dealing with hostility
  • Melting resistance
  • Staying solution focused
  • Collaborating and/or compromising in conflict situations
  • Learning how to not manipulate or be manipulated
  • Dealing with inappropriate behaviour
  • Reducing resistance and resentment
  • Recognizing when to confront & when to ignore

Participants at each leadership training workshop are encouraged to send an email within three months following the workshop and can expect a personal reply to assist with their learning experience.

Who Should Attend

Anyone who must deal with difficult employees or subordinates or peers at work.

Additional Information

Training Provider: Job Design Concepts, Inc

Course Topics: Business Skills Training > Interpersonal Skills

Training Course Summary: learn the skills essential to getting your ideas, plans and feelings across with confidence and conviction.