Dealing with difficult people is one of the most demanding parts of people’s professional and sometimes personal life. The simplest interactions with these types of people, consumes a lot of time and energy and can leave people feeling tired and emotionally drained. Understanding the characteristics of difficult people, why they do what they do and the origin of their behaviour will enable delegates to deal with them more effectively.
This course aims to introduce simple yet effective techniques that can be used in dealing with different challenging people or situations. Delegates are encouraged to look at difficult behaviours from different angles and use a suitable style of responding in each case. The exercises in this course are designed to familiarise delegates to common challenging situations and enable them to use their newly acquired skills in dealing effectively with these people.
Unfortunately, many guidelines are all too easy on paper. For example, most people know that they should not be emotional when in a conversation. However, telling delegates, “Please don’t be emotional” doesn’t really help. Instead, the course provides easy to follow formulas that can be remembered and used assertively in order to achieve the overall objective.
The following example is well known in coaching circles; don’t tell a tennis player to “watch the ball”, because this simply puts them under a lot of pressure and distracts them from actually hitting the ball. Instead, instruct them to say ‘Bounce’ every time the ball bounces. This simple command makes the player look at the ball in order to say ‘bounce’ at the right time which means you achieve your objective of getting them to look at the ball.
Using this fundamental principle of coaching, the course guides the delegates to use various techniques when confronting challenging people without distracting them so they can receive optimum results indirectly.
Here at Skills Converged, we respect and value each trainer’s personal choice on highlighting different aspects of Dealing with Difficult People and therefore as with all the other courses on offer from Skills Converged, trainers have unlimited rights to customise, edit or modify the contents. The specific design on the course also enables trainers to use slides, handouts and exercises in combinations with their own materials.