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.

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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21 REASONS TO CHOOSE US

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For a no obligation on-site proposal or inquiries call, write or e-mail:

. . . America's Train-the-Trainer leader since 1977

645 Seabreeze Dr., Seal Beach, California 90740