Handling Difficult People and Situations Training Course

Under certain situations, some people become difficult to handle because they refuse to cooperate and understand. Difficult people may contribute negatively to situations and people, but they need to be handled rationally and positively so that the damage they can cause is reduced or averted.

Handling Difficult People and Situations Training Course includes identifying difficult people, judging their impact on others and the environment, influencing difficult people towards positive outcomes, and controlling one’s own behavior. It involves the use of understanding and techniques to handle negativity with positivity.

Be prepared for it with this Handling Difficult People course from PD Training. This course teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.

This course is available now in Auckland, Wellington, Christchurch and New Zealand wide.

Learning Outcomes
Course Outline
In-House
Training
Reviews
  • Learning Outcomes - Handling Difficult People and Situations Training Course

    • Understand the personality profiles of difficult people
    • Learn to recognise the different types of difficult people in ones life
    • Develop a greater awareness of a difficult person's personal perspectives
    • Consider ones own beliefs & values
    • Learn to recognise ways difficult people contribute to situations
    • Understand the Degrees of Difficulty
    • Learn about 'First Response' and how to move past it to be more constructive
    • Consider 'Go', and 'No Go' options
    • Develop plans to deal with difficult people
    • Master the right words to use
    • Master the LEAD model for a better outcome
    • Understand the use of AI (Appreciative Inquiry)
    Duration: 1 day course

    Inclusions:


    Top Trainer

    Certificate

    Paper or BYOD tablet

    Tailored Training

    Reinforcement



    + beat the forgetting curve with the

    Pre-Class Activities | Always Available Courseware | On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.






  • Course Outline - Handling Difficult People and Situations Training Course

    Download Handling Difficult People and Situations Training Course Outline

    Foreword:

    Even with strong interpersonal communication skills, conflict can, and will, happen.

    Be prepared for it with this Handling Difficult People course from PD Training. This courses teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.

    Handling Difficult People and Situations Training Course - Lesson 1
    The Difficult People in Your Life
    • The Difficult Person in Your Life
    • Personality Profiles of Difficult People
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 2
    How You See and Hear Difficult People
    • How I Contribute to the Problem
    • Beliefs
    • Values
    • Preferences/World View
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 3
    The Power of a Difficult Person
    • Degrees of Difficulty
    • Favourite Difficult Person
    • First Response
    • Getting Past the First Response
    • Go, No Go
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 4
    Making a Plan and Finding the Words
    • Planning to Deal with Difficult People
    • Strategies for Dealing with Different Types
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 5
    Leading a Difficult Person to a Better Outcome
    • The LEAD Model
    • Listen
    • Explore
    • Attend
    • Deliver a Solution
    • Being the Difficult Person
    • Appreciative Inquiry
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 6
    Review and Application
    • Review and discuss lessons learnt
    • Plan applying techniques in different situations and with different people
    • Consider differences between dealing with customers and internal team members

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • tailored to your team at no extra cost
    • cost effective - great group pricing
    • you choose the day, duration, place and time
    • flexible length - sessions as short as 1-hour
    • greatest impact in the shortest time
    • great team building opportunity
    • more convenient, people don't need to go off-site
    • World's leading reinforcement system

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator

    These 60-90 minute sessions are highly motivating and thought provoking

    3-hour Power Sessions
    3 hour power session

    3-hour power sessions are targeted and flexible around your operational needs.

    Full-day training
    full day training

    Full day courses delivered with a strong focus on activities and participation.No death by PowerPoint here!

    Conferences
    Conferences

    We can run workshops or provide keynote speakers. Let us provide the highlight of your conference.

    Personalised | Remembered | Applied

    Pre-Class Activities | Always Available Courseware |
    On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

    Report on your Success
    • Easier Planning
    • Faster Administration
    • Simple comprehensive
      reporting
  • Handling Difficult People and Situations Training Course Reviews:

    I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.
    Freshcare Ltd
    I enjoyed the swap around and think this could have been done a few times to mix up the group activities.
    Berri Barmera Council
    I found the course both useful & interesting... The presenter was great, lots of enthusiasm & energy.
    Berri Barmera Council
    Adrienne was a well organized and engaging presenter. It was great that both customer relations as well as staff/work colleague relations was covered in the course. The case studies in the workbook were detailed and the group work was especially worthwhile.
    Berri Barmera Council
    Trainer was Excellent and Knowledgeable in the subject.
    Hindmarsh Shire Council
    The trainer was excellent and well presented the material. I recommend this to run every year and to have all staff in it rather a selected staff level. To improve Nedlands internal customers service level I think this is a great start. Thanks.
    Nedlands City Council
    I really enjoyed the course as I found that the skills I had enabled me to do my job most satisfactorily, however, the course gave me more confidence to deal with more challenging clients. Thank you Michaela, for an inspiring session and afternoon.
    Office of the Public Advocate
    I appreciated the opportunity to go through any particular incidences/situations in which we had to deal with a difficult person. I now understand how to better handle the situation; before, during and after. Thank you Mike!
    Tourism Council WA
    Loved it! Would highly recommend it to others.
    Arjohuntleigh
    Three members of my team did the training. They raved about the trainer who they said was exceptional. They liked the very small class (only four participants) and thought everyone should do the course.
    Arjohuntleigh
 
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Orgmenta logo
Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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