Handling Difficult & Demanding People “In House” training course (Adelaide-Melbourne-Sydney)

 

 

 

Having extremely good interpersonal skills does not always equip you for Handling Difficult & Demanding People. This course will provide the tools to better handle these situations. Being able to handle and turn around demanding people is a skill more business are looking for and helps you achieve the desired outcome without negative emotions.

 

Handling Difficult & Demanding People Course Length:  1 Day

Handling Difficult & Demanding People Learning Outcomes:

 

By the end of this course delegates will be able to;

  • Understand why some people are difficult
  • Learn how to neutralise emotions
  • Recognise the four behavior styles
  • Understand emotional Intelligence
  • Use positive verbal and non verbal language
  • Know what not to say
  • Have how to build rapport quickly
  • Active listening skills
  • Have a formula to deal with difficult situations
  • Be aware of the ‘Go’ and ‘No Go’ option

Handling Difficult & Demanding People Course Outline:

Difficult People

  • Where do they come from
  • Behavior profiling
  • Do I contribute to the situation

Perceptions

  • Verbal communication
  • Non verbal communication
  • Eliminating the power base

Having a strategy

 

  • Using the LEAD method
  • Listen—Explore–Solutions
  • Standing next to, not opposite

Emotions Versus Intelligence

  • Can emotions make a difference?
  • How does it affect my listening skills
  • Dealing with the fear of conflict

Setting Ground Rules

  • It’s a joint venture
  • Understanding where you can and can’t go
  • Heading towards a resolution
  • Forgiveness and judgment
  • Could I be that person?

Your Action Plan

At the end of this  Handling Difficult & Demanding People course you will develop an action plan to implement and grow your new skills & understanding to achieve better outcomes in the workplace. You will be able to reduce and even avoid conflict and navigate smoothly to your desired result.