Training Dealing with Unreasonable and Different People

Course topics

How you relate to different personality types
How to keep emotions out of challenging situations
The best approach when communicating with unreasonable people
How to minimise misinterpretations and misunderstandings
Strategies to radiate assertiveness
How to change attitudes and behaviours

Outline

The psychology behind personality types

What defines a “Difficult Person”?
Examples of unreasonable behaviour
How the conscious and subconscious mind shape behaviour
Your triggers – why you will perceive some people as more difficult than others
How to re-programme challenging behaviours
Simple tools to analyse personal interactions
The power of “reverse psychology”

Managing the emotions

How we sometimes unintentionally escalate the problem
Don’t make it personal – separate yourself and the person from the issue
Understanding the world from their perspective
How to remain calm and stress-free in tense situations
Questioning skills to disarm unreasonable and difficult behaviour
The praise and punishment trap
Giving people a chance to change with dignity
Knowing when to seek outside support

How to communicate effectively to handle difficult people

Matching your communication style to the different personalities
Ensuring that people genuinely listen to you
Minimise misinterpretations and misunderstandings
Clearly defining and describing the problem to be addressed
Avoid being side-tracked by excuses, arguments and denials
Using problem ownership to keep the spotlight on them, not you
How to be soft on the person and firm on the issue
Gaining constructive solutions and commitment to change
Using the LEAP listening model
Establishing a follow-up process to ensure a successful outcome

Using assertiveness skills to address difficult behaviours

How not to let the difficult person make you feel inadequate or uncomfortable
Setting your boundaries – don’t excuse unacceptable behaviour
Different types of power you can use to affect change
Simple techniques to defuse sarcastic remarks
Responding to constructive and destructive criticism
Using the Broken Record technique to deal with unreasonable demands

Constructively managing complaints and aggression

Recognising the difference between pseudo and authentic resistance
How to best respond to aggressive behaviour
Using the Reasonable Person Test
Turning complaints into commitments
Creating permanent behaviour change without having to confront

TRAINING METHOD

Presentation, Discussion, Case Study, Evaluation

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Kami memberikan alternatif Fasilitas atas Investasi anda dalam Program ini, diantaranya :

Sertifikat, Peralatan Training, USB, Souvenir, Lunch, Coffe Break, City Tour
Running minimal 2 Orang (Semarang, Jogja, Solo), Running minimal 3 Orang (Bandung, Jakarta), Running 4 Orang diperuntukan untuk daerah (Bali, Lombok, Manado, Balikpapan)
Kami menyediakan transportasi antar Jemput dari Stasiun/Bandara ke Tempat Pelatihan(Hotel) bagi perusahaan yang Running minim 2 Orang
Harga dilampirkan di Brosur Penawaran

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Training Dealing with Unreasonable and Different People