Dealing with Difficult People

Duration: 1 Day or 2 Days

Dealing with difficult people in the workplace is probably the greatest challenge you will face as an employee. Finding ways to deal with difficult people is a core survival skill in today’s workplace.

Who should attend

Anyone who wants to be more confident and professional when dealing with difficult people and situations at work – customers, colleagues or supervisors.

Outcomes for Participants

  • Strengthen relationships through the use of effective communications skills
  • Understand the significance of emotional intelligence
  • Resolve conflict and deadlocks with difficult people through assertiveness and active listening
  • Recognize different behavioural styles, and respond accordingly to achieve successful outcomes
  • Manage and defuse confrontational situations
  • Provide constructive feedback in difficult situations.

Topics Covered

  • What is a ‘difficult person’?
  • Why are they difficult?
  • Diversity of values
  • Emotional Intelligence
  • Conflict cycle
  • Verbal and non-verbal communication
  • Listening and questioning techniques
  • Recognise your behavioral styles, and that of others
  • Control emotions
  • Assertiveness techniques
  • Give and receive feedback

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