Job Design Concepts Seminars
Job Design Concepts, Inc presents

Dealing With Difficult People On-Site Training

This on-site training class is also available as Public Schedule Seminar.

learn the skills essential to getting your ideas, plans and feelings across with confidence and conviction.

Course Description/Agenda

Your success is dependent on working with others; however, working with a perfect team is a dream, not a reality. In some situations there is a need to work with people who have different goals or agendas or who lack either commitment or interest in their job. Turning these situations into productive interactions is possible with the appropriate communication strategies.

Objectives

To learn the skills essential to getting your ideas, plans and feelings across with confidence and conviction.

To minimize conflicts and maximize harmony
To overcome any reluctance and to practice assertion appropriately in dealing with difficult situations
To improve interpersonal relationships and subsequently job satisfaction and task accomplishment

Format

Instructor presentation
Full-group discussion
Small-group interaction
Individual exercises
Practice exercises

Our Toronto based Dealing With Difficult People training & development workshop will enable participants to make presentations with confidence and composure.

Outline

Types of difficult people
Identifying your style in conflict situations
Differentiating between aggressive, non- assertive, assertive
Understanding your authority (rights)
Coping with difficult people
The keys to building effective communication
Building rapport
Actively listening
Using effective non-verbal communication
Using effective language
Escalators & de-escalators
Recognizing our triggers
Controlling feelings and emotions
Recognizing our filters
Saying no, graciously
Disagreeing diplomatically
Responding to criticism
Handling complaints
Dealing with hostility
Melting resistance
Staying solution focused
Collaborating and/or compromising in conflict situations
Learning how to not manipulate or be manipulated
Dealing with inappropriate behaviour
Reducing resistance and resentment
Recognizing when to confront & when to ignore

Participants at each leadership training workshop are encouraged to send an email within three months following the workshop and can expect a personal reply to assist with their learning experience.

More Seminar Information