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.