Performance  

 

 Contact:  info@mjlearning.com  

 

Tel:  708.613.5401  

   

Handling  Difficult  People  

Objectives  

• Understand  why  people  are  difficult  • Recognize   the   behaviors   that   create  

relationship  anger  • Confronting  different  styles  • Use   practical   behaviors   that   calm  

customers/co-­‐workers  • Improve  your  coping  skills    • Create  an  amazing  work  environment  • Determine   when   feedback   is   valid   and  

how  to  make  it  work  for  you  • Create  personal  satisfaction  and  success  

in  your  life  

Who  Should  Attend  

This   course   is   for   leaders   who   want   to   develop  relationships   and   communicate   in   a   way   so   that  others  actually  hear  and  respond  to  them.  

 

Steps  to  Handling  Tuff  People  1. Use   Appropriate   Humor:     Break   the   ice   by  

stating   the   obvious   in   a   fun   way.   Shine   the  light   on   the   truth   and   disarm   the   difficult  behavior.    

2. Focus  on  Behavior,  Not  Personality:    Focus  on  the   work-­‐related   problems   the   challenging  people   are   creating.   This   allows   you   to   be  objective   and   the   difficult   person   to   not   feel  attacked.          

3. Remain   Calm,   Cool   &   Collected:   Don’t   react  quickly  with  emotion;  Instead,  use  your  better  judgment   to   think   logically   about   how   to  handle  the  situation  so  that  everyone  involved  can  hear  the  information.    

4. Be   Proactive,   Not   Reactive:     People   do  what  they   do   because   of   their   own   issues,   so   put  yourself   in   their   shoes   and   come   up   with   at  least   two   possible   interpretations   before  reacting.  

5. Know   When   to   Walk   Away,   Know   When   to  Run:    Don’t  waste  time,  energy,  and  resources  on   a   situation   that   is   not   worth   it.   Pick   your  battles.  Unless   it’s  urgent  or  highly   important,  if   a   person   is   hunkered   down   in   a   negative  place,  walk  away.    

 

Overview  

You   have   probably   encountered   people   that   were   difficult.   These   people   can   ruin   your   day   if   you   let   them.  Whether  it’s  your  boss,  a  co-­‐worker  or  customer,  developing  an  open  communication  process  helps   individuals  effectively  communicate  with  “difficult  people”.  The  down-­‐to-­‐earth  suggestions  and  solutions  within  this  course  will  help  you  deal  with  even  the  most  complicated  situations  and  people.  Having  the  ability  to  empower  yourself  with  challenging  people  and  interact  successfully  is  what  this  course  is  about.