Dealing with Difficult People

Communicate with tact and skill.

There will always be difficult people in the world – that can't change. But what can change is your response to them. Learning the skills to deal with troublesome and difficult people benefits not only you, but the people you are dealing with, and even co-workers around you. In one day, this seminar will teach you skills that you will find useful for a lifetime.

Skills taught:

1. This course is packed full of advice to help in any situation
2. How to "map" different types of people and understand how their mind works
3. How to avoid the most common mistake that we make to worsen a conflict situation
4. How to move people from complaining to problem solving mode
5. The best response to sarcasm
6. How to get people to keep their word
7. What to do when someone starts yelling
8. How to get in sync with a difficult person to get along better
9. How to deal with people who take things personally
10. What to do when you are criticized unfairly
11. How to cope with excuse makers and blamers
12. Ways to prevent you from being manipulated by others
13. Letting people save face – when and how
14. How to buy time in a conflict so you can respond with a level head
15. How to create flexibility in your own mind to deal with different situations
16. How to give an aggressive person an alternative to direct conflict
17. Special body language to use in dealing with specific kinds of difficult people.

And lastly, ways to deal with the stress that conflict inevitably brings, so that you do not take home negative energy after a stressful day at work.

Types of people you will learn to deal with:

Do you recognise any of the following people?

• The Know-It-Alls — They're arrogant and usually have an opinion on every issue. When they're wrong, they get defensive.
• The Passives — These people never offer ideas or let you know where they stand.
• The Dictators — They bully and intimidate. They're constantly demanding and brutally critical.
• The "Yes" People — They agree to any commitment, yet rarely deliver. You can't trust them to follow through.
• The "No" People — They are quick to point out why something won't work. What's worse, they're inflexible.
• The Whingers — Is anything ever right with them? They prefer complaining to finding solutions.

Of course you do – they are all around us. At work, in the community, and perhaps even in your own family. Learn how to identify and deal with each of these character types.

Course objective

This course is designed to empower people employ new and different strategies in the workplace with customers, co-workers and anyone else who is proving difficult to get along with. The objective is to bring about better service to customers, more harmony within team and less take home stress for anyone involved in handling a difficult situation.

If you believe that your team could use these skills then book a seminar today.

Program Schedule

The workshop runs from 9am – 4pm with a one hour lunch break

Investment

The one day seminar is $1540 including GST.

About Peter Radcliffe

Peter Radcliffe is a qualified Neuro Linguistic Programming practitioner (which the course is based on) and meditation teacher. With over 15 years of corporate experience in customer liaison, Peter also has the necessary practical experience to understand first hand issues being faced by customer service staff.