Handling Difficult People and Situations

Description:
The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keep you engaged and help you retain critical skills.

The customers and suppliers you need to work with effectively may be outside your company or in the next office. and you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.

Duration: One day

Table of Contents:

Part 1: The Difficult People in Your Life
The Difficult Person in Your Life
Personality Profiles of Difficult People
Part Summary

Part 2: How You See and Hear Difficult People
How I Contribute to the Problem
Beliefs
Values
Preferences/World View
Part Summary

Part 3: The Power of a Difficult Person
Degrees of Difficulty
Favorite Difficult Person
First Response
Getting Past the First Response
Go, No Go
Part Summary

Part 4: Making a Plan and Finding the Words
Planning to Deal with Difficult People
Strategies for Dealing with Different Types
Part Summary

Part 5: Leading a Difficult Customer to a Better Outcome
The LEAD Model
Listen
Explore
Attend
Deliver a Solution
Being the Difficult Person
Appreciative Inquiry
Part Summary