At this training, you will learn techniques and strategies that will allow you to handle difficult conversations and difficult people with skill and confidence. You will be engaged in practical and interactive discussions, exercises and role plays that will change the way you see and respond to difficult people and difficult situations. You will be given opportunities to practice learned skills in a variety of contexts so that the skills can become second nature. You will also be given the opportunity to practice a particular difficult conversation that you select.
- Identify and handle the most common types of difficult people
- Recognize and assess one’s own behavioral style
- Understand what triggers difficult people to behave negatively
- Learn strategies for dealing with workplace disagreements
- Understand how to defuse potentially explosive behavior