Dealing with difficult people

Dealing with difficult people - how to turn the tragic into magic

All of us dread the situation where we are dealing with someone who is difficult. It may be a one off situation, or it may be a situation at work where we are faced with the same difficult person day after day. None of us likes dealing with these situations and unfortunately we tend to revert to the primal response of fight or flight, neither of which is particularly useful in resolving the situation

In years gone by we may have been able to ignore these sorts of situations, often called ‘personality conflicts', just kept our mouth shut and got on with job. In the past our predecessors were mainly involved in routine or mechanical tasks, today most of our roles include problem solving and troubleshooting

This workshop - using a mix of behavioral science and good management techniques covers:

• The Ten most common types of difficult behaviour - including the top 3 and how to deal with them
• Prime Directive - a set of standards or a mindset that we apply to every situation where we are dealing with another person no matter who they are
• The three critical factors in establishing trust
• Slaying the Dragon - Dragons are personality traits that act as challenges
• Using Effective Communication - including body language and buffer zones
• The 10 varieties of aggressive behaviours and how to manage the
• Handling conflict by taking a positive approach / Assertive Behavio
• Managing aggressive behaviour / Initiating Action with Difficult People
• What to do when people are getting angry or upset - Defusing another person's anger
• Establishing procedures for handling very difficult, even violent behaviour at work

Available as HALF DAY Introduction to effective communication skills