Dealing with Difficult People

The material covered on this programme is supported by "Realplay Exercises," presentations with video feedback and training videos coupled with carefully selected “scenes” from cinema which are used for analysis and discussion. Participants will be able to apply their new and enhanced skills in overcoming objections or resistance from others tactfully so as to maintain good relations and to minimise the risk of further difficulty or conflict in virtually all communication settings in the work place. Additionally, participants enjoy the benefits of enhanced personal and professional credibility and a constructive style of behaviour when dealing with aggression, negativity or poor performance.

• Identify the impact and costs of difficult people
• Appreciate that everyone can be difficult at time even ourselves!
• Establish a clear understanding of self and others by means of analysis and practical exercises based on a Personal Approach Questionnaire
• Understand the practical, emotional and intellectual root causes of people being difficult
• Demonstrate an understanding and use of active listening skills
• Demonstrate the effective use of empathy and rapport skills
• Apply a positive attitude with difficult people using a focused networking technique
• Develop a solid, well-founded positive self-regard to enhance self-esteem and confidence
• Define an ad hoc Personal Action Plan of appropriate and specific actions as each occasion requires