Performance 績效

Potential 潛能

Dealing with Difficult People

Course Code: 
DDP

Upon completion of the workshop, participants will be able to:

  • manage own mindset when dealing with ‘difficult’ people
  • acquire the skills to manage people of different character and with unique behaviors
  • use the right combinations of benefits, freedom from constraints and road maps to deal with others
  • increase own confidence in managing others’ objections or disagreements
Course Content: 
  • What is wrong with ME?
  • Most unwanted behaviors - Why are they difficult? What do they want from me or out of the situations?
    • The tank, sniper, know-it-all, think-they-know-it-all, grenade, Yes person, Maybe person, Nothing person, No person and Whiner
  • Choose your approach, tactics and intent
  • Reduce differences through “CLARE” Model
    • Connect
    • Listen to understand and probe questions
    • Acknowledge
    • Respond with the right answers
    • End with ‘magic’ words
Duration: 
1 day