| DEALING
WITH DIFFICULT PEOPLE |
| a
one-day workshop |
|
This
workshop helps you identify types of difficult people and
situations and key internal and external strategies for dealing with
them.
|
WORKSHOP
CONTENT
Unit
1: Introduction overview
Unit
2: Why are people difficult?
 |
Types
of difficult behaviors and situations |
|
How do you feel?
|
|
Confronting
a difficult person? |
Unit
3:
Internal Management Strategies to deal with difficult people
|
Manage
your emotions
|
|
Focus on
specific behaviors
|
Unit
4:
External Management
Strategies to deal with difficult people
|
Use
assertive behaviors
|
|
Communicate
assertively
|
Unit
5:
Practice Assertive Skills to deal with
difficult people
EXPECTED
OUTCOMES
At
the end of the training, the participant will be able to:
| 1. |
Manage communication with difficult people more effectively through an
understanding of three communication styles.
|
| 2. |
Help
a difficult person treat you differently by using internal management
techniques that control emotional first reactions.
|
| 3. |
Resolve difficult
situations more comfortably by identifying and
practicing assertive strategies. |
| 4. |
Feel
good about resolving a problem satisfactorily. |
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