On behalf of the management of WesTrac, I would like to thank you and your team for the valuable assistance given to us in determining the content and facilitating the cultural integration sessions that took place as a result of a new business acquisition. We have had a lot of positive feedback from both the management of WesTrac and the newly acquired employees
Dealing With Difficult People Training Course
How well do you deal with difficult people? Would you like to learn ways to better manage difficult people? The keys to dealing with difficult people are to focus on the immediate behaviour, defuse the situation as quickly as possible, and to understand why they are difficult.
Difficult people have a knack of getting under your skin. In a confrontation they seem to get more enthused if they can increase the intensity. There’s brigades of difficult people masquerading about. And many of them just want to be plain ole difficult. So you need to build your barriers so they don’t get under your skin
Tailored Dealing with Difficult People Workshops
A very very popular approach. Without naming the names of the difficult people, we can tailor the workshop to cover the behaviours of thesis difficult people. Some government departments have excellent processes in place for dealing with difficult people. Sometimes private companies can be a bit lax particularly if the difficult people are big customers and/or managers. That’s why the tailored inhouse option works best.
“Not all poison was bitter. Some of the deadliest poisons in the world tasted sweet; they were that much more dangerous because of it.” – Nenia Campbell
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Key Learning Outcomes
Key ‘Dealing with Difficult People’ Course Content:
- Determine the reasons difficult people can be truly awful
- Map the behaviours before “difficult”
- Respond rather than react
- Understand personality clashes
- Discover why customers feel entitled to be difficult (power imbalance studies)
- Plot the power plays of difficult people
- Practise active listening skills
- De-escalating anger techniques
- Interrupt outbursts with detached empathy
- Set behavioural boundaries with difficult people
- Learn the baiting techniques awful people use to grab your attention
- Point out how some people get enjoyment from causing distress
- Discover how to disempower difficult people
- Differences in values
- Deal with challenging behaviours
Course Description
Sometimes difficult people enjoy being difficult. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day.So, what can you do? How can you set boundaries for difficult people? How do you complete your work in the presence of difficult people? This course will give you the psychological tools to remain composed when dealing with difficult people. The aim is to keep you safe and calm in the face of adversity. Tomorrow is another day and sometimes a tactical withdrawal is the best defence.This course will also show you what not to do. You don’t want to inflame the situation and you want to keep your personal safety top of mind.
'Dealing with Difficult People' Workshop Nuts and Bolts
Would you like to attend this tailored program?For maximum effectiveness, this course is best conducted as an in-house program.Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.Duration: Each course can be tailored to suit your timeframes. Look at what you receive within 24 hours at no cost:- An obligation free proposal
- A bio of a proposed trainer
- Training cost
'Dealing with Difficult People' Course Outline
Module | Topics | Key Learning Outcomes |
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Module 1: Difficult Behaviours | Recognising and Categorising Difficult Behaviours |
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Understanding the Psychology Behind Behaviour |
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Common Types of Difficult Behaviour |
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Module 2: Behavioural Styles and Personal Awareness | Understanding Behavioural Styles |
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Flexibility in Communication Approaches |
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Managing Emotions Under Pressure |
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Module 3: Handling Anger and Conflict Escalation | Understanding and Managing Anger |
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The Role of Thoughts in Emotional Reactions |
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Module 4: Strategic Communication for Difficult Interactions | Avoiding Conflict Escalation |
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Choosing Language That De-Escalates Tension |
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Australia-wide training courses and workshops
At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Dealing With Difficult People Training Course is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.
With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Dealing With Difficult People Training Course and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.
Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.