Dealing with Difficult People / Situations / Conversations presents the concept that ‘difficult’ may mean ‘different’ – different needs, ideas, values, experience, expertise and more……when we approach ‘difficult’ as ‘different’ we manage situations in a more conciliatory way.
Method Situations, activities and case studies are used for exploratory discussions, skill development, practice and rehearsal of presented strategies and techniques - all fully tailored to the particular profession / workplace.
-Differentiate between what is difficult and what is (may be) ‘different’
- Choose the most appropriate way to respond to the particular situation
- Manage techniques for self-management and well-being in difficult and / or threatening situations
- Use highly constructive communication skills and techniques. Avoid destructive language
- Listen and question for understanding and clarification. Be respectful of a different point of view (I don’t need to agree)
- Deal assertively with barriers to constructive communication. Keep on message when dealing with very difficult people
- Demonstrate the PRIORITY ONE TRAINING 3-Part Constructive Response plan in a range of specific difficult workplace situations
- Gain commitment to a solution that meets my needs
Pre-training analysis and Post-training reinforcement is conducted using PRIORITY ONE TRAINING Pre-Program & Post-Program Questionnaires directly linked to all learning outcomes.
See Testimonials Court Services Victoria (CSV); Supreme Court Victoria (SCV); Victorian Government Reporting Service (VGRS)
Dealing with Difficult People is accredited for CPD Points by The Law Society, Hong Kong and has been delivered since 2004.
See PRIORITY ONE TRAINING 'Conflict Resolution and Prevention' for an emphasis on managing conflict across teams.
Ask Us: Customer Service Training / development of Customer Service Guidelines
"help(ed) myself (me) to resolve situations and (be) more effective in getting outcome(s) from difficult people", "gained some very useful tips and strategies to help deal with difficult people and how our behaviour much determines and affects the others behaviour as well", "the course is quite practical and useful, particularly (the) practice with different scenarios", "made me feel more positive and want to make changes", "good content, great skills","it was good to learn about the strategies for dealing with difficult people"
ING Hong Kong
it brought to my attention things I can work on to change my own behaviour", "brought me many solutions", "comprehensive framework", "interactive, fun".
Heller Ehrman, Hong Kong
Tailored to Team Leaders and Team Members
Half day program, One day program