Dealing with Difficult People

Workshop Description

This presentation addresses the interpersonal behaviors that affect one’s ability to peacefully co-exist with the difficult people on both sides of the desk.  The objective of this course is to improve awareness of techniques that can be used to solve internal and external conflict situations.

Attendees will discover the roots of difficult personalities and expose the bad habits that prevent effective resolution of most problems. 

Participants will develop their new skills using role-playing scenarios designed to provide realistic examples of day-to-day situations.

• Separating the people from their problems

•  Identifying the Dirty-Dozen difficult personalities

• Acquiring a professional shield of confidence

•  Responding effectively to aggression

•  Utilizing acting techniques to perform convincingly

• Tempering emotional reactions with logical solutions

•  Cultivating a more respectful workplace environment

•  Mastering neutral body language techniques

•  Learning listening skills to achieve effective communication

•  Developing a response template that encourages resolution

This workshop is conducted using a multi-media, PowerPoint presentation.  Attendees receive a complete handout as well as a laminated summary card for handy future reference and retention of the training techniques.