How individuals react to different circumstances at work and in their personal lives is usually influenced by how they view the situation and the people involved. Certain people just seem to know exactly how to irritate us .... how to push our buttons and make us angry. They’re not reasonable like us.
When it's a client involved, the situation becomes even more volatile.....
anger, frustration and irritation must be held in .... and it's difficult to accept that
“the client is always right".
This workshop will take you through the steps necessary to identify and understand each of the “Nine Types of Difficult People” .... what turns them on and what turns them off. With this simple tool, even the most angry encounter can be turned into a positive negotiation.
Beyond the “how-to” aspect we'll take a constructive look at: what the difficult person really wants; why defensive behavior turns into criticism; and why we take criticism so personally. You’ll also learn to defuse the ADR Syndrome (Accusation, Defense, Re-Accusation) and move to problem solving much more quickly.
- Learn to use the “Three Coping Skills” for dealing with criticism and anger.
- Identify your own style of behavior in normal and conflict situations.
- Test the quality of your "listening and understanding" skills.
- Recognize the nine most difficult personalities and how to handle them ... both tactfully and effectively.
- Recognize how your behavior, speech and body language influence others in a conflict situation.
- Understand and adjust your "belief filters".
- Resolve personal attitudes that interfere with your ability to resolve conflict with negotiation.
- Keep personalities out of disputes, and focus on issues.
- Reach agreement by influencing others rather than by controlling them.
- Achieve a “workable compromise” even with the most difficult clients.
- Understand the importance of giving constructive criticism in a way that will be accepted.
- Recognize the importance of praise.
- Overcome the five common obstacles that interfere with open communication and the negotiation process.