What makes it possible to deal with difficult people at all is that, like everybody else, they have positive responses in their repertoire. You can learn to avoid doing and saying those things that elicit negative behaviour from a difficult person – and you can structure the interaction so as to encourage his or her positive, more productive responses. You will then be able to cope more successfully with difficult people.
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 participating in this course, you will see difficult people as an interesting challenge which you can handle more skillfully.
- How to recognize underlying causes of conflict
- How to handle the triggers which get you upset
- How to listen and empathize so that you stay in control
- How to ask the questions which will uncover possible solutions
- How to identify shared interests and differing interests
- How to problem solve using time tested strategies
- How self-control leads to self-respect and respect from others
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
- Step out of the ‘Cycle of Conflict’
- Develop the negotiation skills that work best for you
WHO WILL BENEFIT
Anyone who interacts with a variety of people in different situations and who wants to further enhance their interpersonal effectiveness.