How to Deal with Difficult, Demanding and Prickly Personalities

Overview

In this Short Course you will be given the skills for dealing with many everyday scenarios including: 

• People who consistently poison the well, are negative, have a bad attitude and behaviour
• Learn to get on side, manage and coach people who push boundaries and challenge management decisions
• Understand how to build a better team through being a more effective and clear communicator
• Learn to motivate someone who just refuses to work co-operatively or effectively
• Sometimes you can be forgiven that ‘what will be, will be’ and a person’s difficult behaviour certainly results from a person’s basic nature and personality

The Short Course will help you develop practical ways of defusing hard to please people and you will learn how to get positive outcomes that will work for you.

Topics Covered

The Short Course involves a mixture of tutorial style lectures, interactive discussions and a number of detailed case studies which you will work through in groups to flesh out the concepts discussed in the Short Course.

• Reasons why people are difficult
• Understanding how the brain works and how the sub-conscious mind influences behaviour
• You will gain some insights into some difficult types including Betty the Bruise, Rule Book Rodney, Dianne the Driver and Bart the Bully
• You will understand the constructs underpinning personality and how these influence the way a person behaves
• You will know how to deal with difficult behaviour on a ‘stitch in time saves nine’ basis
• You will have a Roadmap for Counselling, Coaching and Controlling Employee Behaviour

• You will learn how to focus on the issue not the person
• You will learn how to set specific SMART goals with those you counsel and coach
• You will learn how to ‘see through’ the smokescreen of problem behaviour to determine whether or not a person is bringing personal issues to work
• You will understand how to press the respective ‘hot’ and ‘cold’ buttons of different personalities
• You will learn how to free yourself of the stress of managing others' monkeys
• You will learn some keys for self-management in the workplace including dealing with stress

Who should attend

The Short Course is designed for people who want to increase their ability to deal with difficult and demanding people and prickly personalities. The skills you will learn will be of immense benefit to your communications with colleagues, staff, your boss and other businesses on a day-to-day basis.

Outcomes

You will understand why people have different personalities and what their ‘hot’ and ‘cold’ buttons are likely to be. You will quickly understand how the brain works and how important the subconscious is in driving a person’s behaviour. You will find hard to please, difficult and prickly people easier to deal with and you will gain a better level of cooperation from them. You will stay in control and be logical, calm and collected at all times, even in the most demanding situations. You will learn how to brush off the tension associated with other people’s difficult behaviour.

You will end up with more workplace energy, you will understand how to deal with management monkeys and to put the monkey back on to the difficult person, making them responsible and accountable. You will get even better results when dealing with others within your organisation, and internally and externally, you will understand the warning signs of stress and how to deal with work-related stress triggered by difficult people.