Most of us are forced to deal with difficult people daily. Whether at home or at work, we need to recognize difficult personality types and how to deal with them effectively. This class teaches the skills necessary for dealing with hard-to-handle people.
You will learn how to:
- Identify eight major types of behavior
- Communicate effectively with difficult personalities
- Turn negative situations into positive ones
- Change your behavior and that of others by active listening
- Defuse confrontational situations
One of the most effective ways to communicate with difficult people is in writing. It allows you to present your points in an orderly fashion, which is not always possible during oral communication.
- A strategy for dealing with complainers is to help them identify possible solutions to their problem that will diminish their feelings of helplessness.
- Highlight the similarities between you and the difficult person. Conflict can be turned into cooperation when differences are downplayed.
Additional Seminar Available
Dealing with Angry and Difficult People
At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction.
This one-day workshop presents useful techniques that help all employees "keep their cool" in a wide variety of difficult situations. It outlines the successful elements of dealing with difficult situations and difficult people of all types—whether they are customers or colleagues..
The objective of the session is to give participants skills to offset difficult situations and dissolve barriers to excellent interpersonal relations with both internal and external customers and colleagues. Participants will explore the main causes of customer/employee frustration and anger and how these can be alleviated. This workshop will prepare them to handle a day where everything goes wrong.
Participants will learn the most effective strategies for:
- Staying calm and confident when pressure is on
- Focusing on fixing the problem – not placing the blame
- Making empathic responses to someone’s concerns
- Defusing anger and irritation
- Convincing the people you deal with that you are ready, willing, and able to help them
- Making people you deal with your “partners” in finding a satisfying solution
- Dealing with the cumulative frustration and stress that are an inherent part of working with others
The following topics will be addressed in facilitated group discussions:
- Why trying to prove that you are right is bad for business
- How to impose rules and regulations
- Where complaints originate
- Rules for dealing with complaints
- Turning complaints into opportunities
- How to give and receive criticism and deal with unfair or unwarranted criticism
- The techniques of paraphrasing and feedback
- How to reduce your own frustration, worry and anger levels
- The importance of non-verbal communication (body language)
- Distinguishing between passive, aggressive, and assertive behavior
- How to use and control your emotions to get the results you want
- Handling and dealing with “blame”
- How to create more power in your body by using your mind
- Understanding the strategies for reaching agreement
- How to empower yourself no matter what
Participants will discover effective strategies for:
- Disarming complainers. Helping them feel good about themselves and the participant’s organization
- Knowing when to use empathy or sympathy—understanding the big difference
- Searching for the facts. Probing without offending. Gaining a full understanding of the problem. Using active listening for better problem-solving
- Identifying personality types and anticipating their reactions
- Looking at the problem from the other’s angle
- Keeping problems from escalating
- Keeping their own reactions under control; How self confidence enables you to control your actions
- Improving their assertiveness; Using assertive behavior to “defuse” an upset customer
- Tuning in when someone tunes you out
- Turning a problem over to your boss or another department
- Turning down the heat and disarming the difficult types
- Using words that make a difference
- Dealing with emotions and feelings
- Staying calm when the other person is angry
- Positioning as a helper – not an adversary
- Keeping the long-winded brief . . . the loud quiet . . . the grumbling happy . . . the abusive polite . . . the angry calm
- Taking care of themselves and managing stress
- How to leave work at work
- Dealing with negativity in themselves and others
We recommend using real case studies from client organizations in this workshop. Participants will be encouraged to share actual cases of difficult people and situations they have encountered.