THE FACTSDiscover powerful tools for assessing difficult people and managing conflict without sacrificing your self-respect. Stay focused, respond positively to negative people and communicate more effectively with all types of problem personalities. You'll be more effective, valuable and promotable and much less stressed!

THE BENEFITS Many organisations report incredible win-win negotiation results within just a few days of attending the program. This program works! And you'll come away with skills that will serve you for the rest of your life. LEARNING OUTCOMES

• What to do when someone, even a boss, starts yelling
• What to do when someone takes credit for your idea
• How to determine if a difficult relationship is worth salvaging, and what to do if it isn't
• The best way to get someone to stop holding a grudge
• Handling the person who says one thing to you but the opposite to someone else
• When and how to go over someone's head to a superior
• Dealing with touchy people who take things personally
• How to get your boss to quit procrastinating and make a decision

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SEMINAR OUTLINE Understanding the Dynamics of Difficult Situations and Difficult People

• Appreciate That There Is No Universal Definition for the Concept of Difficult
• Review the Three Basic Reasons People or Situations Might Be Considered as Difficult
• Identify When to Ask for Help in Dealing with a Difficult Situation or Person
• Recognise Whether Circumstances and/or the Person Are the Core of a Difficult Situation
• Name the Benefits of Communicating More Effectively in Difficult Situations

Behavioral Preferences

• Identify Your Behavioral Preferences and Their Impact on How You Communicate with Difficult People
• Analyse Others Behavioral Preferences in Order to Gain Insight Into Their Goals, Attitudes and Workplace Needs
• Develop a Communication Plan for Improving Interactions with One of the Difficult People at Work By Analysing Behavioural Preferences
• Assess the Overall Impact of Understanding and Applying Behavior Preferences Analysis on Your Sense of Power, Control and Confidence When Dealing with Difficult People

Listening Actively

• Define the Multi-Sensory Process of Listening
• Identify Personal Listening Barriers When Communicating with Difficult People
• Assess Difficult People and Diffuse Difficult Situations By Using Active-Reflective Listening Skills
• Assess Difficult People By Applying New "Listening for Intent" Skills
• Apply New Listening Skills and Tools with the Difficult People You Encounter at Work

Developing Assertive Communication Skills

• Identify the Benefits of Being Assertive When Dealing with Difficult People
• Recognise Your Personal Liabilities and Strengths When Working to Communicate Assertively with Difficult People
• Apply a Four-Step Process to Achieve a Sense of Emotional Control When Communicating with Difficult People
• Assess Whether the Verbal and Nonverbal Cues You Send Communicate Assertiveness
• Practice New Assertive Communication Tools in Several Workplace Specific Applications
• Recognize the Importance of Placing Conflicts with Difficult People in the Proper Perspective
• Identify and Use the Early Warning Signs of Conflict with Difficult People

Identifying and Communicating with Difficult People

• Use Communication Tools for Interacting with Difficult People That You Have Learned and Practiced Thus Far
• Identify the High-Value Communication Tools That Will Be Most Useful for You When Interacting with Difficult People
• Investigate Six Common Difficult People Types and Identify Coping Strategies to Use with Each
• Synthesise New Tools and Insights to Better Cope with a Difficult Person at Work

Using New Communication Skills in Difficult Interactions

• Synthesise New Understanding and Skills to Analyse and Choose Appropriate Communication Approaches to Nine Common Difficult People Situations

WHO SHOULD ATTEND? This program is ideal for anyone who is required to negotiate win-win outcomes and agreements within the workplace. GRADUATE COACHING PROGRAMTo ensure that the skills learnt on the day of the program are fully utilised, each participant will receive a 6 month on-line Graduate eCoaching program (valued at $295 per person) free of charge after the seminar.