Conflict Resolution Training

Dealing with Difficult People

The most difficult aspect in any business, small, big, old, or new, is often the management of people. In most cases, the hardest businesses to handle are those that rely heavily on customer relations and those that require a large number of employees to operate. Many aspects of business can be controlled or predicted except the capriciousness of people. In fact, the father of quality management, Edward Deming, is quoted to have said that “people can face almost any problem except the problem of people”. People can deal with almost anything in their lives it seems, from sickness, the loss of a job, declining business, and even natural disasters. The one thing that people cannot seem to deal with is difficult people in their lives and in the workplace.

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

Do you know what makes a person difficult? If you would like to know, our trainers will be able to provide you with more information on what makes a person difficult to deal with, how they are commonly perceived, and how to work with, instead of against, their attitudes and actions at the workplace. Since how we act and react unquestionably impacts others, our trainers will provide both perspectives to participants so that you may be able to act in the appropriate manner no matter what situation you may find yourself in.

New and effective techniques for dealing with difficult people

It can be especially difficult to deal with difficult people without the proper training and knowledge of techniques. In this section the standard techniques that can be used to deal with difficult people will be discussed. We will also discuss advanced skills based on the new psychological techniques that researchers have developed through their studies.

Coping strategies for dealing with difficult people and difficult situations

Finding ways to deal with difficult people can be comparatively easy compared to coping with the stresses that these people can cause to your personal life. Our experienced trainers will be able to provide you with coping strategies so that you, in turn, will be able to block out all the negative effects that dealing with difficult people can bring and ultimately be able to positively impact your own attitude and outlook.

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

There are times that one must walk away from a difficult situation or risk making things worse. Learning how to identify the right time and how to act effectively and professionally when that time comes can mean the difference between adding fuel to the fire and diffusing a difficult situation with elegance and grace.

Techniques for Managing and Dealing with Anger

Anger can be a difficult thing to control and can be dangerous and destructive if not kept in check. This is why anger management is such a crucial and integral part of dealing with difficult people. In this part of the course, a short session will be devoted to anger management training. Information and training on the different techniques for dealing with anger will be discussed here.

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 have a gift for getting along with other people. It seems like second nature for them to be able to diffuse conflicts and to control difficult situations. By studying and internalizing basic techniques and skills, you too will be able to master the art of dealing with difficult people and be able to make a difficult situation work to your advantage. This training session will equip you with the necessary skills, techniques, and mindset that you will need in order to be able to handle yourself in difficult situations. It will also increase your proficiency in advanced communication skills so that you may be able to bridge any gap, build rapport, and diffuse conflicts instead of adding fuel to the fire. Different personality and behavioral types will also be discussed so that you may find it easier to get a read on people and be able to provide solutions suited to each behavioral type. This training session will be invaluable to you if you are in contact with people on a day to day basis as it will equip you with the knowledge and the skills that you need in order to be able to smooth transaction processes and any interaction that you may have throughout the day.
This specific training session will open your eyes to the ways that you may personally be contributing to these problems in the workplace and in your personal life and will give you some tips and advice on how you can adopt certain strategies to counter these problems. Training and workshops are available in Melbourne, Parramatta, Gold Coast, Brisbane, Sydney, Adelaide, Canberra, Perth, and Darwin.

We will also be able to provide a unique and customizable training session to suit you and your teams specific needs.

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