Dealing with Difficult People

Professional Education Classes - Professional Development

Anyone who struggles with the aggravation, frustration, and pain of dealing with a truly difficult person will look back at this workshop with a sense of satisfaction and gratitude. Do you dread certain situations at work or in your personal life because of hostile or unresponsive encounters or feel powerless to cope with behavior that consistently leaves you depressed and defeated? Learn to identify and handle the four most common types of difficult people, turn confrontation into constructive stepping stones to conflict resolution, be a catalyst for changing difficult behavior, and understand what really triggers difficult people to behave negatively.

Instructor: Nancy Colter, MBA, HR consultant and trainer
1 session(s): Fri: Dec 11 / 9:00 am-4:00 pm
Registration fee: $345   CEUs: 0.6      

After this class, you will be able to

• Define a difficult person and identify what makes people difficult
• Assess basic communication styles and utilize these skills to communicate and address different types of people in any work situation
• Demonstrate the importance of empathy, active listening and questioning techniques, and conflict strategy when dealing with difficult people
• Identify the most common types of difficult people and develop strategies for dealing with them
• Apply techniques for dealing with difficult people through the use of case studies and in-class action planning for your specific situations from your workplace

What will be covered

Introduction


• Introduction to what is a difficult person.
  
• Why are some people more difficult than others
  
• Communication
  
• Assess what is the participant’s individual communication style?
  
• Learn basics of each style to better communicate with all types of different behaviors.

  Empathy
  

• Determine the importance of empathy when dealing with difficult people
  
• Learn specific empathetic techniques to better handle people we perceive as difficult

  Active Listing
  

• Explore active listening techniques
  
• Practice techniques
  
• Demonstrate “giving feedback” techniques

  Conflict Style
  

• Assess preferred conflict strategy
  
• Discuss role the personal conflict strategies play in dealing with difficult people

  The Gallery
  

• Identify the most common types of difficult people and behaviors found in the workplace
  
• Develop strategies for dealing with those specific types

  Get Off My Case
  

• Participants work in teams to analyze two difficult people case studies considering:
  
• Specific types outlined above
  
• Specific strategies outlined above
  
• Communication information
  
• Discussion of results

  It’s a Wrap!
  

• Action planning for taking this back to their workplace
  
• Outstanding issues and Q&A

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