1 Day Workshop on Handling Difficult People 
We are all challenged by difficult people and situations in both our personal and professional lives. Sometimes it is the nature of the subject matter that makes these situations difficult. Quite often the personalities, motives, and underlying feelings of the people involved are the source of conflict. It is critical to the success of you and your organization to learn how to recognize and deal with these difficult people and situations effectively while preserving or even improving the relationship. Most people get emotional when they encounter conflict, difficult people, or difficult situations. Responding emotionally only adds fuel to the fire. Many try to avoid conflict, which only delays the inevitable and makes the conflict even more difficult to resolve. But armed with an understanding the nature of conflict, the dynamics of personality, and some simple techniques, you can turn these challenges to your advantage. In this intensive, one-day workshop participants will learn how to manage conflict in the workplace and in their personal lives. They will learn to recognize different approaches to conflict and various types of difficult people and situations. Most importantly, participants will learn skills for handling difficult people and situations while maintaining and improving relationships. Who should attend:
This workshop is suitable for managers, supervisors, sales professionals, business development executives, entrepreneurs, customer service staff, administrative staff, and anyone else who wishes to improve their relationships with others. Workshop Outline: - Introduction
- What is conflict?
- Sources of conflict
- Principles of conflict resolution
- Your Approach to Conflict
- Handling Difficult Situations: Separating People from the Problem
- How to say "No" without causing offence
- Raising and resolving sensitive issues
- Birds of a Feather: The Four Social Styles
- Recognizing the four styles
- Working with the four styles
- Dealing with Difficult People
- The three main types of difficult people and how to handle them
- Situationally difficult
- Strategically difficult
- Intrinsically difficult
- Some other types of difficult people – and the merely annoying
Workshop Objectives:
- Understand the nature and sources of conflict
- Recognize five approaches to conflict and identify your approach
- Defuse emotions when dealing with difficult people and situations
- Learn to say "No" without causing offense
- Identify the four social styles and how to communicate with each
- Recognize and deal with the three major types of difficult people
- Cope with other types of difficult and annoying people
- Learn how to work with a difficult boss
Methodology:
- Presentation and discussion
- Interactive sessions
- Skit
- Case studies
- Role plays
- Individual exercises
- Group activities
- Video
360 Degrees Trainer
David Goldwich is a "reformed" lawyer who is committed to helping people gets what they want by teaching them how to play the negotiation game and be assertive, compelling, persuasive communicators.
David has MBA and JD degrees from accredited and respected bricks-and-mortar universities. He practiced law in the United States for more than ten years, arguing before judges and political, government, and community bodies. He knows how to persuade the toughest audiences. David is trained as a mediator and has managed small businesses as well. Recognizing that lawyers perpetuate rather than solve problems, David began lecturing and training in 1995. He has taught at the tertiary level in the USA and in Singapore. As a trainer, David applies the "80/20 Rule" by identifying the few critical tools necessary for the greatest improvement and presenting them in a form that is easy to learn and simple to use. An engaging and award-winning speaker, David uses humour and stories culled from his own experience as a lawyer, businessman, and father to help people reach breakthrough changes in their personal and professional lives. He is the author of three books and numerous articles in his field of expertise. David specializes in Negotiation, advocating the interest-based negotiation approach developed at Harvard to achieve win-win outcomes. However, he can also take the gloves off and teach more hardball tactics and counter-tactics. He uses simulations, role play, skits, and interactive sessions to help participants learn and improve critical negotiating skills and behaviours. David is the author of Win-Win Negotiations: Developing the Mindset, Skills and Behaviours of Win-Win Negotiators. He also trains in the related field of conflict management. David also conducts workshops in Persuasive Presentation Skills, Storytelling in Business, Assertiveness, and Influence and Persuasion. David has written widely on business and communications issues, and is the author of Why Did the Chicken Cross the Road?: Lessons in Effective Communication.
Born and raised in Miami, Florida, USA, David has been living in Singapore and working throughout Asia since 1999. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment. | 
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