How often do you communicate with difficult coworkers, staff, team members, supervisors, managers, leaders and customers – and how challenging are they to deal with during the day? In this practical session, you will learn how to leverage specific “I can use that today” strategies to disarm even the most problematic people you encounter during your workday. And you’ll do it in a way that gives you greater control and confidence as you assertively meet this communication challenge. Note: This course can be conducted in either a 4 hour or 8 hour format.
Course ID: CC
The Communication Challenge: Disarming Difficult People
Learning Objectives
- Learn how to effectively deal with different types of difficult people encountered during the workday
- Develop greater confidence, productivity and sense of control
Major Topics
- The six different types of difficult people and what motives them
- The most common mistake well-intentioned people make that actually worsens the situation
- The four steps necessary to successfully communicate with any difficult person
- How to “get in sync” with a difficult person and get along better
- Specific strategies that prevent you from being manipulated by others
- Special body language techniques to use when dealing with different types of difficult people
Who Should Attend
All levels within the organization
Fields of Study
Communications and MarketingPrerequisites
A desire to develop greater confidence, productivity and sense of control.