Overview
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.
Some of the Key Learning Outcomes
- 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.
Success[Bytes] Sample Session
Click here to watch a Lunch & Learn Session (with Bonus Workbook) to review one of the 46 courses included with Success[Bytes].
