1. Handling Difficult People is a SkillYou Can Learn
2. Learning how to handle difficult people isa skill that can
be learned.We have all experienced them from time totime whether
its one of your customers orcolleagues, we all have to handle
certainindividuals with greater care than others toensure a
successful outcome in challengingsituations why is this the
case?
3. Often times, difficult people are not evenaware of the
impact of their behavior,and go through life completely obliviousto
the effect they have on others, whilesome people actively seek out
situationsto provoke others.
4. Being able to identify the two types of difficultpeople can
be very useful in managingexpectations and reducing stress in the
office.When it is a persons responsibility to handledifficult
people and situations, its vital thatthey have the right skills and
techniques toensure swift and constructive resolution.
5. Being forced to handle difficultsituations without the right
skills isdemoralizing, uncomfortable andnormally leads to an
escalation of theproblem which affects more and morepeople as the
situation becomes more andmore dramatic.
6. Reflect on your business and consider whetheryou have
provided your staff members with theskills they need to handle
difficult people andchallenging situations confidently,
effectivelyand quickly.
7. By the end of this course, participantswill: Understand the
personality profiles ofdifficult people Learn to recognize the
different types ofdifficult people in ones life Develop a greater
awareness of adifficult persons personal perspectives Consider ones
own beliefs & values Learn to recognize ways difficult
peoplecontribute to situations
8. Understand the Degrees of Difficulty Learn about First
Response and how tomove past it to be more constructive Consider
Go, and No Go options Develop plans to deal with difficult people
Master the right words to use Master the LEAD model for a
betteroutcome Understand the use of AI (AppreciativeInquiry)
9. PD Training delivers a one day trainingcourse on How to
Handle DifficultPeople in Charlotte, Memphis, Orlando,Columbia,
Atlanta, Birmingham andFlowood.
