Conflict Resolution Training

Dealing with Difficult People

Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This training session will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life. Training and workshops available in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, Darwin

Objectives covered in the Dealing with Difficult People Training

During this one-day session, you will teach participants:

How their attitudes and actions impact others

Would you like to understand what makes a person difficult? Our trainers provide more information on what makes a person difficult, how they are perceived and how to work with their attitude or actions. How we react also impacts others and our trainers provide both perspectives to participants.

New and effective techniques for dealing with difficult people

This section here discusses the standard techniques that are available in handling difficult people. We also develop advanced skills also with new Psychological techniques from researchers.

Coping strategies for dealing with difficult people and difficult situations

Although we may find ways to deal with difficult people, how do we personally cope? Our trainers provide coping strategies to help positively impact our own attitude and outlook.

How to identify times when they have the right to walk away from a difficult situation

There are times when it is better to walk away than add fuel to the fire. Learning when to make the move and also how to do it effectively and professionally can empower your team for those nasty confrontations.

Techniques for Managing and Dealing with Anger

A short session here for managing anger. We provide information and training on the techniques for dealing with anger and explain how it is created.

More modules for dealing with difficult people custom team training

Describe the focusing techniques for dealing with upset customers.
The best way to stop micro-managers and tyrants in their own tracks
Confidently manage your first reaction to customers
Cease feeling stressed by others’ actions
Keep control when you’re talking to tough individuals
Identify at least four hints that indicate the presence of a difficult customer scenario.
How to understand and deal with every one of the 4 most challenging character types
Respond to clash in ways which will prevent the conflict escalating
When relating to others, establish healthful, happy dynamics
Give two reasons why the use of the focusing and relaxing skills are significant in coping with difficult customer situations.
Instantly establish rapport with customers.
Understand the proper sort of questions to utilize in the right time to get the info you need to help your customers.
While confronting tough people the way to restrain fears and anxieties
The best way to understand which troublesome behavior is temporary and which is chronic … and the best way to respond to each
Identify the aims of competitive, upset or challenging customers as well as the techniques you may Utilize to realize those aims
Explain why their customers get upset.
Use collaborative communication methods to defuse the conflict and produce a positive outcome.
Better recognize your customers’ challenging behaviors and comprehend what may be contributing to them.
Have more self-confidence in solving your customers’ grievances.
Explain how conflict escalates
Convey with customers that are unreasonable.
Learn the best way to construct dialog’s with your customers or clients that result in win-win outcomes.
Identify the workplace factors which impact your ability to deal with these customers
Describe and adapt to different communication styles.
Demonstrate the settling and focusing techniques in a difficult customer scenario.
Listen and signal they have heard what their customers have said.
React to criticisms with the right emotions for the situation.
Understand the range of external and personal factors which can result in customers being angry, challenging or aggressive
Keep your relationships being wrecked by folks that are negative
Feel successful and assertive, regardless of who you are dealing with
Utilize a variety of reactions to manage those techniques
Deliver bad news to your customers in more positive ways.
Develop a personal action plan to improve customer-service abilities.
Put an end to others controlling you or treating you
Identify your good and not-so-great listening skills.

More information on the course outline

Introduction and Course Overview

We will spend the first part of the day getting to know participants and discussing what will take place during the session. Participants will also have an opportunity to identify their personal learning objectives.

Reciprocal Relationships

This session will examine the idea that, in a relationship with another person, our expectations are likely to be a self-fulfilling prophecy.

Dealing with Change

During this session, participants will examine change through a panel discussion and small group work.

The Agreement Frame

Anthony Robbins, and many other communicators, suggests we become skillful at using what he calls The Agreement Frame. This session will explore this idea and practice applying it.

The Ten Commandments of Change

Sam Deep and Lyle Sussman suggest there are ten commandments associated with change. Participants will look at these commandments and see how they can be applied.

Preventing Problems

There are several key ways that we can prevent problems from occurring. These methods will be examined in a discussion and in small group work.

Dealing with Problems

Participants will work in small groups to explore eight ways of dealing with problems.

Causes of Difficult Behavior

This section will look at the four fears that everyone has and how we can cope with them.

The Five-Step Process 

During this session, we will look at a five-step process that can help participants resolve conflict.

Changing Yourself

Earlier we discussed how our attitudes and actions impact others. In this session, we will take a deeper look at how negative attitudes can cause negative interactions, and what we can do to turn those attitudes around.

Why Don’t People Do What They Are Supposed To?

There are a million possible answers to this question, but we will discuss the ten most common reasons.

Managing Anger

This session will share some techniques others have used to manage their anger. Participants will be encouraged to share their own experiences and techniques.

De-Stress Options You Can Use Right Now! 

To conclude the day, we will look at five techniques participants can use to unwind. We will also share a list of coping thoughts.

Session Wrap-Up

At the end of the day, participants will have an opportunity to ask questions and fill out an action plan.

 Dealing with Difficult People Training Summary

Some people just seem to get along with people. They can diffuse conflict situations and have an ability to control difficult situations.  Learn how to deal with most difficult people. This training session discusses how to handle yourself and also advanced communication skills to assist in bridging any gap, building rapport and diffusing complaints on conflict. We can discuss personality and behavioural types, providing solutions to work with each. If you are in contact with people on a day to day basis this training session will be great to help smooth the transaction process and interactions you have. If you deal with difficult situations or people also, it will provide you advanced techniques in solving the issues and helping your customer.

We can create a session to suit your team if you are looking at a customised training session.