Description

Avoided conversations or meetings because you didn't want to risk another conflict? Lost your patience or let others push your hot buttons and regret it later? Wish you could be more assertive and maintain your composure when dealing with emotional customers, co-workers, family, or friends?

Learning Objectives:-

• Identify and control the impact of difficult people so that you can keep the situation from escalating further
• Differentiate the 4 types of attitudes and understand how they develop in order to keep your cool in a variety of situations
• Recognize 8 iconic types of difficult people from the avoider to the complainer, and learn how to handle these unique situations and people by identifying the payoff
• Utilize various verbal and non-verbal communication techniques and situational strategies that you can use to de-escalate and effectively handle upset people
• Know how to act, not reach,t in solving situations so that you can approach your work and life with more confidence and enjoyment
• Effectively handle those who push your buttons, including the know-it-all, the intimidator, and the gossiper, and feel less stress and more success in working and interacting with these people
• Know the payoff. Find out why a strategy that works on one difficult person may be devastating when used on another
• Use a 3-step approach to determine what course of action to take based on the S-O-S PrincipleTM and find personal ways to be more positive and optimistic.

Why Should You Attend?

Success in our high-pressure world hinges not just on our technical skills, but also on our ability to deal effectively with others and remain energized at the same time.

We all have people who push our buttons. If that relationship is with our boss, colleagues, or clients, it can drain our energy, take us off track, and infect other areas of our lives. The key is to find effective ways to work with them and build a positive, successful relationship.

Negativity Costs. Many of us have learned to avoid, rather than deal with the bullies, know-it-alls, and other difficult people in our lives because it is easier than confronting the source of the problem. But, overlooking the problem is the worst thing we can do.

We have more control than we might think. Nothing can change the fact that some people are simply more difficult to deal with. What we can change is our reaction. Building a rock-solid relationship with our boss, colleagues, and clients depends on being able to recognize and respond appropriately to their different behaviors and situations.

This workshop is MORE than just about learning effective communication skills. Learn successful strategies and tips for building a positive, productive relationship by knowing HOW to effectively respond, cope, and manage the impact of their behavior. End frustration. Act rather than react, and be more successful.

Who Will Benefit?

• Human Resources Professionals
• Health and Safety Reps
• Union Reps
• Supervisors, Managers, Directors (Team Leads)
• Executive Directors Not-For-Profit.