Dealing With Difficult People

Overview

Through this highly interactive class, the participants will learn what behavior is difficult for them to handle and ways to control their reactions toward it.

The Problem

• A colleague of mine is driving me crazy. What should I do about his/her annoying behavior?
• How do I handle the “not so cooperative” attendees in my meeting?
• How do I handle my boss, whose behavior is sometimes less than human?

Students Are Taught To Learn...

• To identify the difficult people in your life.
• To identify and develop strategies for dealing with the non-difficult personality types.
• To identify your thinking style and how it affects your behavior.
• Τhe three steps needed to resolve conflict.
• Τhe six steps for coping with problem behavior.
• To increase preferred behaviors in others.
• To manage anxiety in difficult situations.
• How to develop an action plan to help you deal with difficult personalities.

Course Outline

Introduction: Introductions, review agenda and objectives.

What Makes People Difficult: Your people network, video - “Nine Most Difficult Personality Types”, five fears, five thinking styles, defense behaviors

Changing Difficult Behavior: Ways to positively influence difficult behavior, framing, three steps in resolving conflict, six steps for coping with problem behavior, increasing preferred behavior

Being The Solution, Not The Problem: Managing your anxiety in difficult encounters, six techniques for maintaining emotional self control, mending good working relationships, when the difficult person is your boss, seven step action plan, ten point checklist

Summary And Closing