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Dealing with Difficult People
This full-day course will be for anyone who has to deal with a problematic individual in their life. It takes participants through a four-stage process designed to help them deal effectively with the interpersonal tensions in their workplace. The course emphasizes the use of words that work so the participant can focus on getting their work done, cultivating healthy relationships, and reducing or eliminating the related stress from their lives.
Participant will be able to:
understand the motivations of a difficult person (brief reference back to the Mood Mode Model)
understand how communicating with difficult people can end in open or “egg-shell” conflicts
focus on their own feelings and stay calm in the presence of a difficult person
focus on the difficult person by actively listening while under pressure
keep communication future focussed to help lesson tensions
keep responsibility where it belongs
keep communication focussed on events and ideas rather than people
maintain a high level of interpersonal respect between themselves and the difficult person
This course uses adult learning techniques to take participants through a unique series of scenarios designed to highlight and practice strategies. They will also be invited to participate in a series of discussions and engage in small group work exercises designed to explore and practice the topics covered.