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Dealing with Difficult People

Most of us encounter unreasonable people in our lives. We may be “stuck” with a difficult individual at work or in our community. It’s easy to let an exasperating person affect us and ruin our day.

As a manager, you’re working between the pressure of senior executives and the demands of your own staff members. An exasperating employee whose chronic negative attitude upsets the morale of your entire staff is the last thing you need.

Of course, we can all be difficult people ourselves in certain situations. So it is important to focus on the difficult behaviour and the situation in which that behaviour is occurring. After this course you will see difficult people as an interesting challenge and an opportunity to strengthen your interpersonal skills.

Then you can smile at the wisdom of Maya Angelou’s words when she said, “We do the best we can with what we know, and when we know better, we do better.”

You will learn how to:

  • Shift from being reactive to proactive with a difficult person
  • Release the triggers which get you upset
  • Use the ABC’s of Rational Thinking to stay calm and think clearly
  • Listen fully to understand from the speakers’ point of view so that you stay in control
  • Ask the questions which will uncover possible solutions
  • Identify shared interests and differing interests
  • Problem solve using time tested strategies
  • Recognize the difficult behaviour as a learning opportunity to further develop your skills

This course will help you:

  • Improve your emotional intelligence skills
  • Get some distance between you and the difficult behaviour
  • Use a step by step process to cope with a difficult person

Who will benefit:

Anyone who interacts with a variety of people in different situations, and who wants to further enhance their interpersonal effectiveness.

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