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Handling Difficult People Training Course Outline

Sometimes you must handle people who you find rude, aggressive or disruptive.
You find these people difficult.
They may be customers, colleagues or members of the public.

You need to manage these people, but you don’t know how.
Where can you learn to manage such difficult people?

Come on this terrific one-day training course.
Here, you will learn how to change your communication style and your emotional responses, which will enable you to more effectively handle difficult people.

A good spread of practical and relevant subjects. Good use of practical application. It was all beneficial. The presentation was very engaging, entertaining and thought provoking. Great use of real wold examples and stories to back up theory. Also willing to coach a little on personal issues relevant to the course.

Customer Reviews

Handling Difficult People Training - Morning

Intellectual Conflict based upon difference of opinion

Introductions:

What do you want to gain from this course?
We are here to improve our personal skills, in relation to handling difficult people.
In order to manager others, we must first manage ourselves.

How can you get the best from any situation?

Our task in life is to get the best from any situation that presents itself to us. How can you do that?

Develop your personal skills

There are five modes of expression: Thoughts, feelings, words, voice tone, body language.

Personal Expereience

There are three fundamentals principles:

  1. Clarity in language
  2. Rationality in action
  3. Positivity in emotion

What specific skills do you want to focus upon?

What questions do you want answered today?
How can you improve the clarity of your communication?
How can you rationalise conflict situations and take out the negative emotions?
How can you inspire a positive emotional reaction in the minds of others?

Impression management. How do people perceive you? Assertive? Non-assertive?

How do people judge you? How well do you “come across”?
Do people respond well your interventions or NOT?

Decide how you want to be perceived and act accordingly.

Clarity of purpose: In any situation, you must know what you want.

In any situation, you must be certain about what it is you want.
If you don’t know what you want, you won’t get it.

You must discover what the other person wants

In any situation you must know what the other person wants, and you must know what is possible.

The intersection between three fields...

  1. what you want
  2. what the other person wants and
  3. what is possible

...is where you will find your solutions.

How to communicate with more clarity and precision

You must be able to explain yourself.
We will show you how to explain your message with greater clarity.

How to ask the right questions

You must understand the other person.
You do that by asking a series of 8 questions.
How to discover what they really want.

How to explain what you really mean

You must avoid ambiguity and vagueness.
There are many words and phrases that are often used but ill defined, and these are the sources of conflict, since different people see the same words and understand them in different ways.

How to distinguish between critical thinking and negativity

Some people trash ideas but never come up with any.
How to distinguish a critic from a cynic.
We will show you how to distinguish the critic from the cynic.

We are all prone to suggestion

How to avoid using negative suggestions and use only positive suggestions

We are all prone to suggestion.

Some people use suggestion in a negative way, by mistake. “Don’t panic”.
Some people use suggestion in a positive way, on purpose, “Stay calm”.
How to positively use the power of suggestion.

Summary and action planning

Food Photo Food Photo Food Photo
A selection of food which is available on our open courses - varies per venue

Handling Difficult People Training - Afternoon

Behavioural conflict based upon bad conduct

Replace upset emotions with logic and reason

How to manage bad behaviour in others

Behavioural conflict is when people say things they should not say or do things they should not do.

Avoid using anger and upset

Behavioural conflict is often the trigger for negative emotions; upset and anger.
You need to restrain your negative emotions, in order to manage theirs.
We will show you how to limit the damage of negative emotions.

Replace upset emotions with LOGIC and REASON

Take out the negative emotions and replace them with reason and logic.
We will show you how to use logical language, NOT emotionalised language.

Identify what the other person in doing wrong in objective terms

Learn to describe events in OBJECTIVE terms
We will show you how.

Propose a corrective response and use it as a solution

Suggest a corrective action that is both reasonable and practical.
Propose it, as a solution to the conflict.
We will show you examples.

Wrong Box, Right Box

Gain commitment

Gain commitment to your suggested solution.
If they don’t commit, then ask them why?
We will show you how.

Distinguish reasons from excuses

If they won’t commit find out why and distinguish valid reasons from invalid excuses.
We will show you how to distinguish a reason from an excuse.
This is a KEY distinction.

Give concessions only to reasons

Give concessions to people who give you reasons. Find a middle ground compromise.
Don’t give concessions to people who give you excuses.
Hold your nerve and say No.
We will show you when to give ground and when not to.

Use proper body language

Body language is important: Eye contact, body posture, hand gestures.
Everything counts.
We will show you want you should and should not do.

Use correct voice tones

The quality of your voice makes a major difference to how you are perceived.
Voice qualities include; pitch, pace and volume.
We will show you how to sound authoritative, confident and assertive.

Assertive vs Non-Assertive

Praise and appreciate any positive changes

Whenever you see any movement in the right direction, NOTICE it and give positive feedback.
If you don’t give appreciation for the good, you will see less of it.
Always finish on a positive note.
We will show you examples.

Five practice sessions

Let’s practice these ideas and see how they work in real life situations.

Learn by doing

We ask you to try the method and we will give you feedback.
You will learn a lot, by doing.

Final summary and action planning

Food Photo Food Photo Food Photo
A selection of food which is available on our open courses - varies per venue

The course content was very comprehensive and covered everything I wanted to learn about and improve upon. I found the content very interesting and look forward to putting it into practice! Gezz is a very thorough trainer and comes across very clear, whilst keeping the attendees interested throughout the two days.

Customer Reviews