Dealing with Difficult Situations

Learning Outcomes:

• Using exercise information provided, accurately determine the type of behavior being exhibited and what contributed to that behavior.
• Given the processes and human behavior aspects learned in this session successfully evaluate resolutions for conflicts and select the best resolution in the provided exercises.
• During role plays effectively employ concepts discussed in class to resolve potential conflict.

This one day course will teach the attendees how to treat people in a way that reduces the “difficulty factor”. Through adapting relating styles to various personality types, a comfort level is developed, which reduces tension. When tension goes down, positive outcomes can be created through a more productive & constructive work environment. The bottom line? You get results from people by communicating with them in their own style and by managing your responses to them.

• The Key to Being an Effective “Relater” – A Foundation of Self-Confidence
• Seeing Yourself in Contrast to Others – Are they Difficult or Different?
• Understanding and identifying the preferred relating style of those around you.
• The 8 Classic Types of “Difficult People” (This part can be customized to particular team needs)
• Overall Strategies to Consider
• In the End – It’s What’s on the Inside That Counts
• Some great tools to managing our internal responses

Dealing with Difficult Situations

Subtopics addressed are: How is your own self concept/confidence? Study the S.E.L.F. personality profile. Understanding the four personality groups. Understanding and identifying your preferred relating style. Learn the “TURN ONS” and the “TURN-OFFS” of each relating style. Learn what will work effectively with each and learn how to bring out the best in each. Learn effective strategies on how to address each type – they are:

The Bull The Stone Wall
The Fox The Ultra-Agreeable
The Time Bomb The Procrastinator
The Know-it-All The Whiner

How to deal with potentially difficult situations before they get out of hand. Constructive tools for handling conflict. Keys to making disagreeable behavior agreeable. The value and power of non-verbal communication in dealing with difficult people. Understanding that our responses to that difficult person are important to consider.

Class targeted to: Anyone desiring the tools to develop comfortable working relationships with others.

Prerequisites: None

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