DEALING WITH DIFFICULT PEOPLE

Knowing how to effectively deal with difficult people will benefit both you and your organization. Specific strategies will help you to work positively with others, face conflict more confidently, and deal with resistance, as well help you handle frustrating situations while defusing anger in yourself and others. Understanding how difficult people operate, attack and trap you, as well as your reactions and position in the relationship will provide the skills to interact effectively with different types in a variety of situations. It will give you practical, proven verbal and non-verbal techniques to place you on equal footing with most of the difficult people in your life, personally and professionally.

BENEFITS

Upon completing the program participant will be able to:

·       Work effectively in difficult settings with the boss, subordinates, co- workers whether it is one-to- one, face-to-face, on the phone or in a group.

·       Understand how difficult people attack and the situations that foster difficult interactions

·       Size up any difficult situation to determine whether direct open communication will solve the problem

·       Know what works and what doesn't with different difficult behavior

·       Identify the basic personality types and the strategies to deal with them

·       Build rapport and lessen the resistance and anger in yourself and others

·       Apply your influence to create cooperation without pushing and engendering defensiveness

·       Change your part in the interaction so that the other person's productive responses are nourished and their negative responses are inhibited

·       Keep cool under fire- keep your own emotions in check even in the face of attack, criticism, anger and blame

·       Handle hostility and accusations with finesse, either one-to-one or in a group

CONTENT

WHY PEOPLE DO WHAT THEY DO

·       We are all difficult at times, but difficult people do it all the time

·       Why people are difficult-their priorities, their motivations

·       Learn how not to take their behavior personally

UNDERSTANDING YOUR POSITION

·       Inventory situations that foster difficult interactions

·       Clarify your relationship

·       Identify your invisible agreements

·       Determine if you are contributing to the difficulty

·       Understand "your style" of dealing with situations and people

IDENTIFYING DIFFICULT PEOPLE

·       Understand different personality types

·       Sort out events and problems

·       Analyze motivational problems

·       Determine ability problems

·       Overcoming your own tendency to react, to ram, or to run

SIZING UP ANY SITUATION

·       Sorting out events and problems

·       Separating the truly difficult situations from

STRATEGIES TO BRING OUT THE BEST IN INTERACTIONS

SPECIFIC STRATEGIES

·       The Hostile Aggressive Trio-Explored, Steam-roller, Sherman Tank, Sniper Silent-Unresponsive, Passive-Aggressive

·       Negative Artist, Pessimist

·       Know-it-all Experts, Phony Know-it-all Experts

·       Indecisives

·       Complainers, Whiners, Gossips

·       Super-Agreeables

·       Bad Mouth Betty, Egocentric Edgar, Dictatorial Dick