Dealing with Difficult People
| Interpersonal Skills Team Conflict Customer Service Business Writing & Grammar |
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presents real-world, practical techniques for dealing with the behavior,
plus coping skills to prevent the difficult person from becoming a negative,
destructive influence.
Length of program: 1 or 2 days
- Module 1: Identifying the Difficult Person – It’s not as easy as you think!
- A matter of personal preferences
- Personality style assessment and analysis: difficult may be different
- What makes a person “difficult?”
- Module 2: Our Attitude, Our Reactions, Our Responses
- Identify “hot buttons”
- Making choices: when to confront, ignore, or call for help
- Three-Step process for handling unacceptable behavior
- Effective strategies to use with difficult people
- Module 3: Dealing with Aggressive Difficult People
- The “It’s my way or no way” Style
- The Angry Aggressive
- The Bulldozer
- Module 4: Dealing with Passive Difficult People
- The Silent One
- The “Yeah, whatever” Style
- The Long-Suffering Whiner
- Module 5: Dealing with Passive Aggressive Difficult People
- The Sniper
- The Backstabber/Rumor Monger
- The Footdragger
- The “It’s never going to work” or “That’s a stupid idea” Person