Difficult people can make life impossible. The workplace is inhabited by a wide variety of people types and sometimes it can be difficult to get on with them as well as get on with your work. By understanding what makes certain people tick, what they think, and why they do what they do, we can learn how to deal with even the most difficult people.
In 90 minutes participants will learn how to positively handle difficult people by:
- understanding the 7 difficult people types
- identifying your preferred conflict-handling style: a self-evaluation
- knowing how to deal with difficult customers
- learning the 6 steps for handling complaints.
Face-to-Face Workshop Content
In this workshop participants learn techniques for positively managing the 7 difficult people types.
We introduce participants to the three elements of conflict and the four levels of conflict and each participant also identifies their preferred conflict handling style.
We identify the behaviours associated with those who act in an aggressive, assertive or passive manner and how to deal with these behaviours.
Participants learn a technique to disagree agreeably so that they can always behave in a mature manner when dealing with a difficult person