Dealing with Difficult People - (1 day Learning Workshop)

Objective:
To develop the skills necessary to deal effectively with a wide range of behaviors commonly viewed as "difficult."
Target Audience:
Anyone who must interact with others who can be challenging to deal with.

Focus:
• Identifying Difficult Behavior
• Reasons Behind the Behavior
• Types of Behavior

What Participants have said about Dealing with Difficult People
“I have learned skills that I can take back and use – and it might actually reduce my stress level.” – Cardinal Health
“The explanation of different behaviors was excellent and the insightful ideas in dealing with them can be put to use immediately.” – Ace Hardware
“There were so many tips & techniques on how to deal with difficult people.” – S&C Electric

Dealing with Difficult People Featured Topics

Laying the Foundation
• Difficult People or Difficult Behaviors?
• The #1 Rule for Dealing with Difficult People
• The Biggest Mistake You Can Make
• What to Ask Yourself Before You Take Action

Getting Out of Our Own Way
• Behaviors that “Drive Us Up a Wall”
• Converting Perceptions
• Self-Fulfilling Prophecy
• Am I a Difficult Person?

Dealing with Specific Types
• Familiar Patterns of Difficult Behavior
• Reasons Behind the Behaviors
• Do’s and Don’ts

Too Much Peace
• Unresponsives
• Indecisives
• “Yes” People

Too Much Noise
• The NO Person
• Handling Complainers
• “Know-It-Alls”

Additional Insight
•Angry Customers
•Office Politics

Where Shared Experiences Maximize Performance