What are ‘problem people’? Unfortunately, at some time or another we all encounter people who make our lives a little more difficult. This can be particularly touchy at work, when we're trying to make sure we get the job done. Join Alkistis, to learn about different kinds of difficult people, and different ways of handling difficult people; Learn more about your filters, assumptions, and self-fulfilling prophecies; recognizing and avoiding the "downward spiral"; giving and receiving feedback; and techniques for conflict resolution.
The skills you will learn in the “Handling Difficult People “seminar, will help you with your spouse, your children, your friends, your colleagues, your subordinates, your boss, your competitors-anyone, in fact, and even yourself.
How will delegates benefit from attending the “Handling Difficult People” Seminar?
This course is of value to managers, supervisors, customer service staff, front line and call centre staff and those who handle the following:
- Aggressive and angry and customers
- Hostile negotiators
- Conflict with colleagues and other departments,
- Aggressive and hostile behavior from senior colleagues and management,
- Defensive and angry reactions from team members when reviewing performance
- Continual negativity from colleagues and project team
Delegates of the “Handling Difficult People” seminar will learn how to:
- Develop specific strategies for conflict resolution
- Recognize classic profiles of difficult people and strategies for handling them
- Pre-empt challenging situations and avoid escalating them further
- Develop communication skills designed to improve your delivery of bad or unpleasant news
- Recognize personality types with which you may clash
- Develop assertive skills and behaviors
- Handle aggressive behavior
- Deliver negative feedback to a colleague or subordinate
- Give positive feedback
- Calm angry, upset and unresponsive individuals
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