Course Highlights
This course on dealing with difficult people will:
- Outline the causes of difficult behaviors.
- Provide a self-assessment for participants to determine if they contribute to the problem.
- Offer 12 strategies for interacting with people demonstrating difficult behaviors.
- Provide a framework (CONFRONT) and associated language for addressing challenges.
- Suggest ideas for self-care.
Course Overview
Like it or not, difficult people exist everywhere. Sometimes, these folks are otherwise kind and pleasant individuals who have become difficult due to circumstances. Other times, the circumstances are inconsequential, and people are just difficult.
The latter type can cost time and money, cause chaos, and drain the lives of even the most patient of us—if you don’t know how to handle them. This half-day workshop is for people who regularly interact with challenging behaviors.
The program examines why people become difficult, the impact of attitude and actions, 12 tactics for professionally interacting when tensions rise, and the CONFRONT model for planning a conversation.
The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
Program Objectives
At this program’s conclusion, participants should be able to:
- Identify characteristics and behaviors that make people difficult.
- Pinpoint root issues that can cause people to be difficult.
- Describe how attitudes and actions impact others.
- Explain the ripple effect.
- Apply a dozen strategies and associated language for interacting with difficult people.
- Use the CONFRONT model to address difficult behaviors.
- Demonstrate techniques for managing stress and dealing with anger.
Workshop Modules
- Why Do You Have to Be That Way?: What Makes People Difficult
- Self-Evaluation: Consider Yourself
- Taking Actions: Weighing Options
- The Confront Model: A Framework to Follow
- Renew and Recharge: Taking Care of Your Battery
Target Audience
This workshop is designed for groups that want to:
- Learn proven approaches for interacting with difficult situations and challenging people.
- Discover how to confront difficult behavior diplomatically.
- Share best practices with each other.
Suggested Format
- Half-Day Onsite Training Course
Questions This Page Answers About Training for Dealing with Difficult Behaviors
- Where can I learn how to deal with difficult situations and difficult people?
- My team deals with some tough situations and challenging people. Who can help them develop some communication and coping skills?
- My team needs a course in dealing with difficult people. Who can help?