Dealing with Challenging/Difficult People

Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. In ideal world difficult behaviours would not be tolerated at work. We face challenging people all the time. Success comes from understanding how we behave, as well as how we can influence others. This training course provides you with an opportunity to plan and practice your situational management skills, so you feel empowered to handle any workplace conflict

Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. Often, we will also have more meaningful and significant conversations. In this workshop, you will learn how to turn difficult situations into opportunities for growth.

What will you learn in this course?

• Identify a “difficult person” and a difficult behaviour
• Identify behavioural and communication style of a difficult individual and master techniques to adjust to the situation and turn it into an opportunity for developing positive relationships
• Learn techniques for managing and dealing with your personal anger and anger of others
• Understand different styles of behaviour – aggressive, passive and assertive
• Develop interpersonal skills to deal with difficult people and situations
• Apply coping strategies for dealing with challenging people and complex situations
• Know how to handle difficult people with diplomacy and tact
• Integrate learned skills with client and employee behaviours to enhance you personal effectiveness
• Consider ‘Go’, and ‘No Go’ options
• Know how to negotiate win-win solutions
• Develop ability and willingness to give and receive genuine feedback
• Master the LEAD model for a better outcome
• Understand the use of AI (Appreciative Inquiry

Who is this course for?

Individuals who have direct experience of working with difficult people who wish to develop their skills further. This course will consider the psychology of difficult people and provide opportunities throughout the workshop and guided roleplaying to put the techniques into practice.

Learning Methodology

• Face to face or webinar
• Group discussions
• Individual and team activities
• Case studies & Practical activities
• Role plays
• Projects
• Video recording/play bac