This program is designed to assist participants to cope effectively with people who are classified as “Difficult”. The key to dealing with difficult people is being able to understand why they are difficult and what constitutes difficult for “us”. Each of us will find ourselves in situations where we are forced to work with people who we are unable to make a connection with for some reason.

Our negative reactions to others can be as a result of value systems, projection, transference, personality types, societal differences in behaviour, cultural norms and even dysfunctional behaviour caused by childhood experiences and by disorders in mental functioning.

Through an experiential learning process participants will be guided through a journey of understanding as well as specific skill development in the areas of reflective listening, rapport building, developing self awareness, assertiveness and delighting in diversity.

Action Plan

1. Develop effective communication skills that can be applied when dealing with people who do not respond to normal communication processes.
2. Assist participants to identify ways in which to set boundaries and be clear about what is taking place.
3. Generate a willingness to be self aware, develop empathy, and change paradigms of thinking thus reducing the impact of ineffective relationships.

Key learning outcomes



Your Dealing with Difficult People program will give participants the skills to:

• Build rapport to generate relationships where none exists.
• Use reflective listening to gain an understanding of others.
• Develop self awareness and the willingness to change behaviour.
• View people as well intentioned.
• Plan your communcation style and profile their personality style to reduce anxiety and stress levels
• Understand what motivates other people
• Use time management techniques to ensure your services are delivered on time
• Avoid/Substitute vocabulary that can add fuel to the fire
• Understand that people have different values and therefore different behaviours.

Would you like to attend this program?

• For maximum effectiveness, this program is best conducted as an in-house program.
• Ideal group size: 4 - 9 participants
• Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost.
• Duration: This program can be conducted as a one day or half day program.
• Cost: Price on request.
• Target Audience: Employees, Supervisors, Team Leaders, Senior Managers or CEO's

If you would like more information on this training program, please contact: Melinda Kavanagh - Marketing Manager 03 9805 8000 Email: mkavanagh@preftrain.com or visit our website today.