Dealing with Difficult People

Service Description

Dealing with Difficult People webinar for anyone who has to deal with or manage a wide array of personalities or deal with difficult behaviour and conversations. Key learning points include: • Identify how difficult behaviour impacts the organization • Emotional Intelligence - 4 part model • Assertive Communications - body language, tone and vocabulary • Motivational factors • 6 Human needs linked to behaviour • Questioning skills • Listening skills • Identify causes of difficult behavior • 8 specific difficult behaviours and how to deal with them • Importance of perception • How different personality types can contribute to difficult behaviour • Clearly differentiate between difficult behaviour, poor performance and misconduct • Conduct a meeting with individuals displaying difficult behaviour • Develop an action plan for improvement