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Performance
Contact: [email protected]
Tel: 708.613.5401
Handling Difficult People
Objectives
• Understand why people are difficult • Recognize the behaviors that create
relationship anger • Confronting different styles • Use practical behaviors that calm
customers/co-‐workers • Improve your coping skills • Create an amazing work environment • Determine when feedback is valid and
how to make it work for you • Create personal satisfaction and success
in your life
Who Should Attend
This course is for leaders who want to develop relationships and communicate in a way so that others actually hear and respond to them.
Steps to Handling Tuff People 1. Use Appropriate Humor: Break the ice by
stating the obvious in a fun way. Shine the light on the truth and disarm the difficult behavior.
2. Focus on Behavior, Not Personality: Focus on the work-‐related problems the challenging people are creating. This allows you to be objective and the difficult person to not feel attacked.
3. Remain Calm, Cool & Collected: Don’t react quickly with emotion; Instead, use your better judgment to think logically about how to handle the situation so that everyone involved can hear the information.
4. Be Proactive, Not Reactive: People do what they do because of their own issues, so put yourself in their shoes and come up with at least two possible interpretations before reacting.
5. Know When to Walk Away, Know When to Run: Don’t waste time, energy, and resources on a situation that is not worth it. Pick your battles. Unless it’s urgent or highly important, if a person is hunkered down in a negative place, walk away.
Overview
You have probably encountered people that were difficult. These people can ruin your day if you let them. Whether it’s your boss, a co-‐worker or customer, developing an open communication process helps individuals effectively communicate with “difficult people”. The down-‐to-‐earth suggestions and solutions within this course will help you deal with even the most complicated situations and people. Having the ability to empower yourself with challenging people and interact successfully is what this course is about.