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“Just as some people bring out your best, and other people bring out your worst, you can bring out the best in other people at their worst.”

Do you recognise somebody like this? • The Know-It-All – Somebody who always has an opinion on any issue, even if they don’t know much about what they are talking about • The Passives – Somebody who will tell you nothing – no feedback, no ideas, no emotion; you never know where you stand with them but they seem to resent you (and secretly will try to undermine you) • The Dictators – This is the demanding bully who is loud, pushy, forceful and demanding • The Yes people – This is somebody who is quick to agree to any commitment but then never seems to follow through for different reasons • The No People – This is somebody who is quick to point out why something won’t work and often drives others to despair • The Complainers – This is the person who prefers to complain about the problem rather than find a solution; they whine incessantly and are known to drag others down with the weight of their generalisations Chances are you live, work, socialize and play with people like this. Difficult people exist everywhere. Dealing with difficult people is not about avoiding them. If you can understand the difficult people in your life, learn how they think, what they fear, why they do what they do – it makes life less frustrating and easier and your work more productive and enjoyable. Look at the difficult people in your life, chances are, that at least one person manages to get along with them. You can too if you can change your perspective of conflict and see it as the hidden opportunity it is.


GENERAL PROGRAM INFORMATION Program Title: Dealing With Difficult Job Seekers These are some of the segments and contents of this interactive one-day programme.

1. WHAT IS CHALLENGING BEHAVIOUR? • The real source of conflict • The definition of aggression and bullying • The different types of conflict • Understanding difficult people • Recognising the agenda of aggressive people • The rules of communication • Emotional intelligence • How to prevent conflict situations from arising • Why people react differently to different behaviours? • The Hierarchy of Ideas – how to communicate with difficult people by chunking up and chunking down 2. COMMUNICATION STRATEGIES • The importance of building rapport • Take ownership of your own stuff • Boundaries • Persuasion • Managing your emotions: stay calm under pressure • Collaborative communication to defuse conflict • Listen to understand and speak to be understood • Empathy not sympathy • Gathering information by using effective questioning • Strategy vs. needs of difficult people • Build your credibility 3. MANAGING CONFLICT • Achieve mutual agreeable outcomes • Develop your own assertiveness • Build a toolbox of phrases and strategies for dealing with difficult people • Understand your own triggers • How to stay focused on your outcome and results and not the emotion • Don’t be a target for difficult people

For additional information on this program including cost, bonuses COST: $300 per participant (minimum of 10 to run the program on-site) Includes: • Customised programme material • Refreshments, breakfast, lunch, morning tea • Workshop materials • Follow up email mentoring The Art of Negotiation: How To Build Agreement – a 6 x fortnightly home study programme which covers: - Conquer the fear of confrontation - Identify and develop an effective negotiation style - Assess, understand and appeal to the other side - Understand the “games people play” during negotiation - The negotiation matrix - How to start and succeed at negotiation Outcome expected: After this training programme, you and your team will be better equipped to deal with difficult people and understand how to bring out their best as a result of an understanding that people aren’t difficult, just different.

TLPA May 2011 Insert  

Dealing With Difficulty People

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