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Title: Successful Strategies for Dealing with Difficult People
Class Date: October 22, 2010
Time: 8:30am - 4:30pm
Instructor: Debra A. Smith
Location: One Highland Center, 314 E. Highland Mall Blvd., Suite 403, Austin, TX 78752
Price: $225
Early Bird Discount: $199 if you register by September 22, 2010.
How will you benefit from this seminar?
Do you have to deal with problem people at work? Do you find yourself wrestling with Tanks, Snipers, Know-It-Alls, Grenades, Yes People, Nothing People, No People, and Complainers? Do you become frustrated when you confront unsuccessfully the contrary characters in your life? Chances are you’re not alone! But why continue falling victim to those who enjoy making your life miserable and treating you with disrespect?
Instead learn how to identify, understand, and cope with the challenging people in your life. By using the specific strategies provided in this program, you will become less of a target for inappropriate comments and antics. Instead, you will be a constructive influence in bringing out more productive behavior in others and encouraging them to treat you with more respect. You will experience less stress and approach your job and your working relationships with greater confidence. The end result will be less conflict with others and more cooperation and collaboration.
What You Will Learn:
Identify the make up of your difficult people
Use communication skills that can turn conflict into cooperation and emotion into logic
Deal with angry, confrontational, and intimidating behavior
Handle sarcastic comments and put downs
Manage explosive ranting and raving
Gain the respect of arrogant and opinionated people
Help people make realistic commitments
Encourage communication when none is forthcoming
Cope with negative attitudes of hopelessness and despair
Reduce whining and promote problem solving
What are the topics?
Understanding the People You Can’t Stand
What makes difficult people tick
A snapshot of the difficult people in your life
The four choices in dealing with challenging people
To invest or not—Are relationships worth salvaging?
Using Communication Skills and Techniques to Reduce Conflicts and Resolve Problems
3 essential skills for building trust
An action plan for listening to understand
What to do when your difficult person is talking
What to do when you are communicating with your difficult person
How to interrupt interruptions with tact
The two steps to take when discussions degenerate into conflict
Pygmalion Power—How to bring out the best in people
Looking Through the Window Onto the World of Difficult People
The three levels of assertiveness
Task vs. people—the focus of attention
Four general intents that determine how people behave
How threatened intentions lead to difficult behaviors
Being Your Best When Dealing With People at Their Worst
How to command respect when dealing with a Tank
How to bring a Sniper out of hiding
How to open the mind of a Know-It-All to new ideas
How to take control of a situation when someone becomes a Grenade
How to get commitments from a Yes Person
How to persuade the Nothing Person to talk
How to lead a No Person to problem solving
How to form a problem-solving alliance with a Complainer
Adjusting Your Attitude and Helping People Deal With You
How to change your reactions
How to change your perspective
How to change the way you talk to yourself
Instructor Bio: Debra A. Smith
Debra Smith's program specialties include communications, time management, stress management, conflict management, teamwork, and customer relations. Drawing on a store of practical business knowledge, anecdotes, and examples gleaned from her years of personal experience, Debra inspires, encourages, and coaches more than 20,000 people a year through her seminars and workshops. She has helped hundreds of organizations increase productivity and develop a more committed, cohesive workforce.
Debra holds a M.B.A. degree in management from Golden Gate University. She is the author of three books—How to Create High-Impact Letters, Memos, and E-Mail, How to Create High-Impact Reports and Proposals, and Powerful Proofreading Skills—as well as the audio and videotape programs Professional Telephone Skills, Powerful Presentation Skills, and Proofreading and Editing Skills. Several of her programs have been syndicated internationally.
CPE: 8 hours
TX Board of Public Accountancy Sponsor Number: 009317
Cancellation Information: Cancellation Date: October 1, 2010
To cancel your registration from this course, please call or email the course
contact listed below. If a cancellation is received after the cancellation
date, the registrant will be charged $75 for course materials.
If you are making travel plans to come to the training, please make "refundable" air and hotel reservations or wait until 14 days before the class to actually book your reservations. Courses are occasionally canceled or rescheduled due to low enrollment. We determine whether a course has enough participants approximately 16 days prior to the course date. If we cancel or reschedule, we will email the participant no later than 14 days before the original class date. Solutions Training will not pay for cancellation/change fees associated with travel and hotel arrangement changes.
Class participants will
be billed after the class. Payment should be made to SOLUTIONS TRAINING GROUP,
Federal Tax ID: 20-2732184 and mailed to 2701 Maria Anna Rd, Austin, TX 78703.
If you have any questions, please contact Shannon Bieberdorf at (512) 914-5557
shannon@solutionstraininggroup.com. For
additional information about this class, please contact Laurie Garrant at laurie@solutionstraininggroup.com,
(512) 914-5567.
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