Dealing With Difficult People

This one day course provides practical techniques to assist you in handling difficult people and situations confidently and effectively, be it in the work place or in any situation where you come into contact with other people.

Talk about snap judgments! People decide whether another person is trustworthy within a tenth of a second, a new study suggests. Researchers flashed photographs to about 200 test subjects, in some cases for 1 second and in others for a small fraction of a second. The participants were asked to rate each face and also to state how confident they were in their conclusions.
 
 "The link between facial features and character may be tenuous at best, but that doesn't stop our minds from sizing other people up at a glance," he said. "We decide very quickly whether a person possesses many of the traits we feel are important, such as likeability and competence, even though we have not exchanged a single word with them. It appears that we are hard-wired to draw these inferences in a fast, unreflective way."
By the end of the workshop, your delegates will be able to:

Interpret difficult behaviours and relate these to possible causes.

Explain the motivators and pay-offs that people achieve from their aggressive or passive behaviour.

Identify the triggers to difficult behaviours.

Apply strategies to deal effectively with difficult people and difficult situations including conflict.

Suggest action plans and solutions for their own scenarios