Managing People in Difficult Situations

This workshop is designed for people on the front line, who in their daily operations encounter difficult situations and the “difficult” people in them. Theirs may be client service jobs, administrative jobs, or technical jobs where they must also interact with clients. They will learn new skills and habits to help handle these difficulties and people professionally and in the best interests of their organization.

Duration: 1 Day

Objectives

After this workshop, the participants will be able to:

• Identify their style of communicating when in conflict
• Recognize types of "difficult" people, and the circumstances motivating them
• Develop workable strategies for managing these challenging people
• Use such communication skills as questioning, active listening, perception- checking, persuasion and assertiveness to manage difficult situations effectively
• Employ positive language to turn around difficult situations
• Recognize personality types, especially those likely to conflict with theirs
• Use valuable techniques to manage their own anger and that of others
• Appreciate the results of good client service to internal and external clients

Outline

• Part I: How We Communicate in Conflict
  • What conflict is and what causes it
  • Our personal conflict communication style
• Part II: Recognizing the Types of "Difficult" People
  • Six common types of people who can be hard to handle
  • Strategies for successfully handling these types
  • Practice in handling different types of difficult situations
• Part III: Communication Skills - A Communication Model
  • Asking the right questions
  • Using active listening skills
  • Checking out our perceptions and assumptions before acting
  • Using assertiveness skills to say "No" make a point, or to manage conflict
  • Matching others' "learning styles"
  • Persuading others effectively
  • Managing our body language and non-verbal communication
  • Using positive language to keep lines of communication open
• Part IV: How Personality Types Relate to Communicating and Conflict
  • Identifying our own personality types
  • Recognizing those types likely to conflict with our own
  • Developing strategies for dealing with different types
• Part V: Managing Anger
  • Understanding and managing "hot buttons"
  • Four ways to manage our own anger
  • Techniques for defusing others' anger
  • Post-event stress management
• Part VI: A Review of Good Client Service
  • Who is our client?
  • What do we owe to our client?
  • Is client service part of our job? Why?
  • What is the result of good client service
• Part VII: Course Review and Closure

ON-TRACK Corporate Training has a diverse and flexible schedule that can be customized to your needs. We offer group courses (both public and corporate), one-on-one training, virtual (on-line) classroom (Zoom etc.) and on-site training options. We also have easily accessible on-line training videos on OnTrackTV.