Dealing with Diļ¬cult People
Duration
2 days
Target Group
those wanting to improve their behavioural response to diļ¬cult people they meet and interact with
Methods
exercises, games, case-studies, focus group discussions
CONTENT
OBJECTIVES
Strategy and mental attitude
Self-control
How to respond to people
How to engage in empathetic communication
How to deal with confrontations
Delegates will learn to:
- use the right mental attitude when confronting others to minimise the eļ¬ect of diļ¬cult encounters
- choose the right responding style when dealing with others
- make constructive conversations by staying focused and in control
- select an appropriate conļ¬ict resolution style to get maximum results
- react to confrontations quickly and eļ¬ciently while maintaining their emotional balance
- identify toxic words and handle them while maintaining the eļ¬ciency of their conversation
- identify the type of diļ¬cult people they are dealing with and respond accordingly
Managing reactions
Goal: to make participants capable to understand difficult peopleās behaviour and to interact accordingly, using techniques and mental attitudes
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