How do we handle difficult colleagues and customers effectively? First of all, we need to develop our mental resilience and understand the psychology of their difficult behaviours. Once we understand the positive intent behind their difficult behaviour, we will be able to adopt the right approach to handle their difficult situations effectively.

This workshop is designed to help participants gain insights into the psychology of difficult people, understand the positive intent behind difficult people, learn effective neuro-linguistic programming (NLP) techniques to build trust and rapport, practise assertive communication to put their viewpoints across effectively, and acquire an effective strategy and techniques to handle four types of difficult people.

The workshop is designed to deliver maximum result through experiential learning, case studies, group discussions, self-reflection and translation into actual action plan that can be applied immediately at work.

Key Topics

How to Handle Difficult Behaviours

• Understand different types of difficult behaviours
• Acquire the competency for handling difficult people

Insights into the Psychology of Difficult People

• Understand why difficult people behave the way they do
• Know the reason why their difficult behaviours aggravate when their intents are not met

Practise Empathy and Understand Their Needs

• Build trust and rapport using effective NLP techniques
• Understand the root cause of people's difficult behaviour

Express Yourself Assertively

• Convey your viewpoints using assertive communication techniques
• Communicate effectively by applying effective language patterns

Apply an Effective Strategy to Handle Difficult People

• Gain insights into the intent of four different types of difficult people
• Use an effective strategy to handle difficult people to achieve win-win outcomes

Who Should Attend

This workshop is designed for anyone who has to deal with difficult people or difficult issues.  HR professionals, team leaders, line managers, retail personnel, customer service representatives, front-line staff, consultants and people who negotiate will all benefit from this workshop