Dealing with difficult coworkers, bosses, customers, clients, and friends is a skill worth perfecting. Managing difficult teams dealing with difficult people. It covers a wide range of scenarios that occur such as. The following customer service training games may seem trivial, but they do more than simply drive a concept or point home. Teachers may either print out the lesson and have students read it themselves, or use the lesson for your own business skills lesson. The philosophy behind handling difficult people training course dealing with difficult people is one of the most demanding parts of peoples professional and sometimes personal life. These dealing with challenging people training course materials have been developed for everyone in your organisation who may face difficult working relationships. Learn to deal with them quickly and confidently at dealing with difficult people. It is inevitable that there will be times when you find a customers behaviour difficult to deal with and this can cause stress for both you and the customer. One copy per student of the comprehension passage and the activity sheet. Skills for working with difficult people curriculum. Join or judge is similar to help or hinder, but is just different enough to merit providing this for you and this is better used by pulling a. Although each of these activities work brilliantly as general customer service training activities, there may be times you want to focus on a particular area of. A difficult student, a difficult participant or a difficult trainee is someone who disrupts the training session resulting in hindering the smooth flow of the session which leads to a degraded learning experience for the rest of the trainees.
Gain the knowledge, confidence and skills of how to handle violence at work. If you are looking for longer and more involved training activities on this topic, please take a look at our course modules. An introduction to dealing with difficult people in the workplace. Dealing with difficult people workshop training and services.
Dealing with difficult people training course business training. The dealing with difficult people workshop is an engaging onsite training seminar that provides concrete tools for handling challenging interactions with staff, customers or suppliers. I want to pass along my thanks regarding the dealing with difficult people course you presented last week in nanaimo. If you like the free course and wish to take the full course please visit our online training page. Human resource managers, team leaders, retail managers, educators, consultants, customer service representatives and people who negotiate will all benefit from this workshop. Our dealing with difficult people courses are popular courses because they effectively train delegates how to neutralise problem situations in the workplace. Acm training has brilliant courses and top tips to help you with difficult behaviour at work or at home and reduce the stress, anger and depression it can cause. This dealing with difficult people course covers tactics for interacting with challenging people and handling tough situations. Its aimed at anyone who has to deal with difficult people clients, partners, staff. Ive been teaching management and assertiveness for 20 years now, both as a university lecturer and as owner. To define difficult behavior in the workplace and introduce some techniques for dealing with it.
Confrontation skills dealing with difficult people. Dealing with difficult people in the workplace pd training. This training gives you concrete techniques for dealing with difficult people in the workplace. Skills for working with difficult people in challenging situations conducted for first 5 santa cruz county service integration brown bag lunch nicole m. By the end of this course, through led discussion, practical and interactive activities, scenariobased learning using case studies, group discussion and individual exercises, those attending should be able to. Dealing with difficult people course dealing with difficult. David dao, from a united airlines flight on april 9, 2017. It provides the knowledge and awareness to help participants work positively with those around them, whilst also ensuring they keep calm and in control if things heat up. What roles can a difficult person have in your life. Dealing with difficult people february 11, 2020 11. Dealing with difficult people in the workplace training course delivered in kuala lumpur and malaysiawide by workplace training specialists.
It can simply take one difficult team member, or someone who displays challenging behaviour, for a team to stop performing and lead to low productivity. Concrete techniques for dealing with difficult people in the workplace and at home. Practical skills for dealing with challenging behaviour in the workplace and from customers. If you encounter a rude, irresponsible or dishonest person in line at the supermarket, you can simply ignore her and get on with your life. A difficult student, a difficult participant or a difficult trainee is someone who disrupts the training session resulting in hindering the smooth flow of the session which leads to a degraded learning experience for the rest of the trainees disruptive behavior. These dealing with challenging people training course materials have been. Never again fall victim to those who love to make life miserable for the rest of us. Fully customizable offtheshelf dealing with difficult people training course. Youll come away with practical knowledge that makes you stronger. Dealing with difficult people in the workplace course delivered singapore wide by workplace training specialists. Difficult people, facilitation techniques, start up techniques, uncategorized this a powerful technique to check in with people and help them make better decisions.
You can team together to address the behavior or inform management and human resources staff to get help addressing the employee issue before it spirals into negativity. Knowing how to deal with such interactions is an essential skill of working with the public. Managing difficult employees or difficult customers. Working with difficult people linkedin learning, formerly. Free online dealing with difficult people course total. To build great strategies for dealing with troubling people and complex situations. Understand the differences in each of us and why they may cause difficulties in the workplace identify, neutralize, and impact difficult personality types. The aim of our dealing with the difficult people training course materials is to help you, as a trainer, teach your participants how to deal with difficult coworkers. Our oneday dealing with difficult people training course covers strategies and techniques to manage difficult behaviour, producing positive outcomes.
Dealing with difficult people in the workplace training courses delivered in auckland, wellington, christchurch and new zealand wide by workplace training specialists. The simplest interactions with these types of people, consumes a lot of time and energy and can leave people feeling tired and emotionally drained. Taken in sequence, the steps enable you to change the game from facetoface confrontation to sidebyside problem solving. Dealing with people and difficult situations in the. Dealing with difficult people training courseworkshop. Would you like to harness their energies into more constructive activities. The dealing with difficult people workshop is designed for anyone who has to deal with difficult people or difficult issues. Human resource managers, team leaders, managers, lawyers, educators, consultants, police officers, customer service representatives and people who. Dealing with difficult people and conflict 2011 constant training 1 learning objectives after completing this session, you will be able to.
Dealing with difficult people training acm training. Every year, wed go through training on how to defuse difficult situations in which a patient, family member, or even another employee was extremely angry and seemingly out of control. Please note certificates are issued at the close of the training course to participants on completion of. A three hour program that can be used for any group that provides a personality matrix to identify personality traits and how to deal with others. Anyone attending a course or workshop that focuses on dealing with conflict. Worksheets are conflict resolution, handout 1 10 tips for dealing with difficult people, dealing with difficult people, dealing with difficult people, ten tips for dealing with difficult people, a worklife4you guide dealing with difficult people, dealing with difficult people conflict, dealing. Training available in sydney, brisbane, melbourne, perth. On completion of this oneday training course, you will receive your cmg masterclass certificate in dealing with difficult people as well as your cpd certificate containing 5 structured cpd hours.
A pdf guide with suggestions on how to adapt the activities for. Tcta is best known for icf accredited coaching and. Learn new skills and tools to use when dealing with difficult people. You have revived my customer service enthusiasmand i have had the fortune. Concrete techniques for dealing with difficult people in the workplace and at home never again fall victim to those who love to make life miserable for the rest of us. It covers a wide range of scenarios that occur in the workplace such as. This training workshop addresses people styles, deescalation techniques, difficult behaviors, and techniques for improving communication with a range of different types. Dealing with difficult people lesson plan, workplace. Dealing with challenging people training course materials. Do they spend too much time dealing with difficult colleagues or clients. An introduction to dealing with difficult people in the workplace objectives. We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activitybased workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite. Dealing with difficult people presentation training institute.
Leadership assessment leadership activities leadership coaching leadership development leadership quotes professional development life coaching leadership stories coaching. Marriage difficult, demanding and angry customers calmly and efficiently. Dealing with difficult people learn to deal with difficult. Recognise appropriate body language to use when dealing with difficult people. Dealing with difficult people at work or at home pryor. Dealing with difficult people in the workplace training course imagine yourself resolving workplace conflicts in new zealand without negativity or damage to feelings or personalities.
If you are managing a difficult team, which will ultimately reflect badly on you, then this course is an ideal way in which to learn how to turn things around. In every workplace, you will have difficult coworkers. Handling difficult people training course materials skills. The ability to handle difficult people and manage disruptive behaviour is a life changing skill.
Our dealing with difficult people training course lays out a stepbystep strategy for meeting these challenges the strategy of breakthrough communications. Description dealing with difficult people training course pack. Dealing with difficult people training course materials for trainers. Training resources, exercises and articles on handling difficult people, anger management and emotional skills for trainers. Please note certificates are issued at the close of the training course to participants on completion of the course. Thankfully, its one you can learn and this workshop teaches you how. Dealing with difficult people training course business. Learn to deal with and manage difficult people in the workplace training course, benefit from confrontation, identify root causes and manage your anger in our 1day dealing with difficult people in the workplace course delivered australia wide including brisbane, sydney, melbourne, canberra, perth, parramatta and canberra by workplace training specialists. Dealing with difficult people training course materials. A difficult participant may do one or more of the following. Displaying all worksheets related to dealing with difficult people. Handling difficult people training course materials.
Please click on the link online dealing with difficult people to take the free course. Training toronto dealing with difficult people courses. Dealing with difficult people workshop stitt feld handy group. You can vastly improve your own work environment and morale when you increase your ability to deal with the people. Get professional life coach certification training from your home via online webinar. Welcome hi, im chris croft, and this is my course on working with difficult people.
This training gives you concrete techniques for dealing with difficult people in the workplace and at home. Dealing with difficult people management training institute. Dealing with difficult people presentation training. Dealing with difficult situations at work is challenging, yet rewarding. Our handson activities will enable you to deal with all sorts of difficult people. Ive been teaching management and assertiveness for 20 years now, both.
In reality, dealing with difficult people is something many people face as part of their everyday lives. We offer intensive and interactive learning experiences for professionals and executives. Difficult people archives team building activities. Human resource managers, team leaders, managers, lawyers, educators, consultants, police officers, customer service representatives and people who negotiate will all benefit from this workshop. Dealing with difficult people a oneday training course.
Without the command solid coping mechanisms, the stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and reluctance to come to work. At some point in time in your career in a hotel you will have to deal with difficult customers. Handling a difficult situation activity sheetmake a copy for each participant. The purpose is to give participants the opportunity to prepare and manage a conversation or interview with a difficult person.
Dealing with difficult people is easier when the person is just generally obnoxious or when the behavior affects more than one person. Conflict resolution training icebreakers, energisers and short exercises that provide ideal openers and warmup sessions. When it comes to handling stressful situations at work, employees may lack the authority, guidance, and skills they need to make appropriate decisions when dealing with customers. Dealing with difficult people training is available australia wide. If colleagues, clients or customers are making your working life miserable then this is the workshop for you. Our dealing with difficult people course shows delegates how to neutralise problem situations in the workplace. Dealing with difficult people and conflict 2011 constant training 2 understanding difficult people what is a difficult person. Unfortunately, dealing with difficult individuals in a workplace in kuala lumpur can be very stressful and draining, and many people just dont have this skill. Consider the muchpublicized forcible removal of a passenger, dr.
You will participate in dynamic exercises and case studies. Dealing with difficult people in the workplace training pd. After soliciting answers, share these guidelines for working with difficult people. Here is an outline of a creative twist, using role play in a session dealing with that old chestnut difficult people. In this section youll find descriptions and links to free training activities and exercises that can be used to teach conflict management and conflict resolution skills to all ages.
If someone decides not to participate in a way which disrupts the activities, ask them what the problem is, although proibably not in front of the whole group, says karen. Sep, 2017 welcome hi, im chris croft, and this is my course on working with difficult people. Dealing with difficult people total success training. Dealing with difficult people training course materials for. In fact, picture yourself benefiting from confrontation because you can manage difficult people and situations in a positive manner. Hostile work environment environment quotes workplace harassment workplace bullying dealing with difficult people. Exercises and training activities to teach conflict management. Discover how to collaborate, negotiate, and bargain with even the most combative opponents with, dealing with difficult people, a free. Dealing with difficult people lesson see below for printable lesson procedure.
Give employees the tools they need to know how to deal with difficult customers. Some people, despite our best efforts, leave us feeling frustrated and annoyed. Through handson activities and practice exercises, participants learn how to deal with a wide range of challenging situations. Conflict training icebreakers, energisers and short exercises. Learn how to deal with all sorts of difficult people. Dealing with difficult people lesson plan, workplace techniques. What if your team could learn to communicate better with everyone and even anticipate where conflicts would arise. Dealing with people and difficult situations in the workplace. Training program dealing with difficult people slideshare. Identify times when they have right to walk away from volatile situations. How to deal with difficult customers pon program on.
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