Conflict Management - Working Through Differences
Interactive Training for Government AgenciesCoping and Working with Difficult People
This onsite training gives practical techniques for dealing with difficult people at work and at home.
Avoid being a victim to someone who just seems to make you and everyone else miserable. This communication skills onsite training provides practical how-to’s for dealing with difficult people. You will learn how to handle all types of difficult people including bullies, know-it-alls, complainers, exploders and more. In fact, this seminar provides techniques and strategies to deal with all ten difficult behavior types.
You will learn solutions to handle these ten Difficult People Styles:
- Bullies: They are tough, manipulative, arrogant and can attack at any moment.
- Snipers: Backstabbing is their claim to fame.
- Exploders: Like a time bomb, these people can go off on you at any time.
- Know-it-all Experts: Their way is always the only way.
- Think-they-know-it-alls: Act like they know even when they don’t and can take you down the wrong path if you’re not careful.
- Super-agreeables: The “yes” people that go along just to get along.
- Indecisives: They can’t decide until it’s too late.
- Unresponsives: They won’t let you know where they are coming from.
- Negativists: Resist change and can destroy morale with their negative attitude.
- Complainers: They whine and complain about everything - focus on problems not solutions.
If you recognize any of these difficult types of people, this training is for you. The difficult person may be a coworker, boss, customer, neighbor or even a family member. You would like them to change but they won’t – and you can’t make them change. But you can change the way you respond to them. You can cope with them and use techniques that will keep difficult people from getting the better of you.
Let’s face it, we can all be difficult at times. Rather than letting the difficult person affect your behavior negatively, you can use proven techniques to maintain control of the situation and alter the behavior of the difficult person.
The skills developed in this training will improve cooperation and collaboration with everyone, making for a more productive and efficient workplace. Through informative presentation, interactive discussions and practice exercises, this course provides practical techniques for dealing with difficult people at work and at home.
Who Should Attend
This training session is for anyone who wants to deal more effectively with negative, hard-to-work-with people who seem to make everyone miserable.
Training Benefits
- Recognize and deal with the most difficult personality types
- Recognize chronic and short-term difficult behavior and what to do about it
- Confront difficult people effectively while controlling your own anxieties and fears
- Use positive communication and good listening to improve relationships and avoid future confrontations
Overview of Topics and Learning Points Developed
- Understand the thoughts and actions that result in challenging behaviors
- Learn to control the situation with temporarily or chronically difficult people
- Identify and manage the nine most common types of difficult behavior
- Learn to cope with the need for control – (handle the “power hungry” person)
- Learn to work with the insecure person to the benefit of both you and them
- Understand why difficult people act as they do
- Recognize our perceptions and the dangers
- Identify: Is it you or them? (A look at attitude)
- Seeing yourself in others’ behavior
- Learn how to deal with denial and worry
- Use the Situation Formula for effective results (Situation + Your Reaction = Your Outcome…The formula for understanding your input to the situation)
- Empowering yourself beyond their control
- Avoid self-sabotage…procrastination doesn’t help
- Know when you may be missing the mark with hints and generalities
- Control the “one-upping each other” approach
- Learn to move people through their resistance to change
- Avoid problems caused by insisting on having your own way
- Avoid putting off confrontation
- Learn how to find out what the “real” problem is
- Learn how sudden changes can lead to faster solutions
- Use a simple guide to avoid the “Can’t find the forest for the trees” syndrome
- Learn to handle anger- yours and theirs
- Learn to use praise to deal with difficult people without being used yourself
- Implement three steps to positive interaction
- Learn seven ways to change behavior results by changing your attitude
- Acquire the skills to handling the “time-bomb”
- Use tips for constructive venting
- Attain how to stay free of difficult people
- Learn life lessons that the difficult bring you
- Learn strategies for predicting and avoiding futile encounters
- A Step-by-Step Guide to Cope with each of the Most Difficult People Styles
- Develop a Specific Action Plan to Cope with Your Most Difficult Person
Bring this seminar to your organization and begin applying improved coping skills immediately. Participants leave this session with necessary skills and practical how-to's to better cope with difficult behaviors and personalities for dramatic improvement in teamwork, morale and bottom-line results.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Communication Skills
Communicating with Tact and Diplomacy
Master the Art of Communicating with Tact, Diplomacy and Professionalism
Choose the best words, tone & non-verbal communication…Deliver your message tactfully, diplomatically and professionally.
This communication skills training seminar helps you say the right thing in every situation. Participants learn how to be more tactful and diplomatic to build and maintain interpersonal relationships that affect job performance. Knowing how to choose the best words, emotional tone and non-verbal communication will ensure your message is delivered appropriately and effectively.
In this interactive on-site training, you practice how to be tactful and diplomatic without compromising your position or diminishing your authority in even the most difficult situations. (See Overview of Skills Developed and Topics Covered below.)
You will be amazed at how communicating with tact and diplomacy can help regain your enthusiasm to work with people. Developing skills to do and say the right thing can do wonders to rebuild relationships that can impact your career in a positive manner.
The ability to navigate through tense discussions opens doors to new opportunities. Learning and applying good communication skills to be more tactful and diplomatic builds credibility and prepares you to meet people challenges head on. These skills help you deliver positive and negative feedback, deal with difficult people, and handle negative situations with ease.
Did you ever wish your mouth had an eraser?
In this seminar, you learn what to say, how to say it and how to rephrase it to avoid leaving the conversation saying, “Why did I say that?” You learn how to control emotions in difficult situations and apply improved listening skills to remain poised, even when being verbally attacked.
This onsite communication skills training gives you a business edge to communicate effectively in difficult situations.
Communicating with tact, diplomacy, poise, and finesse improves your ability to work with people. While we often wish the difficult (challenging) people in our lives would change, that's probably not going to happen. It’s better to be equipped with the communication tools you need to more effectively manage your interactions with them. Wherever you work and whatever you do, knowing how to deal with people skillfully and professionally is important.
Who Should Attend
This training is for career minded professionals who want to excel in the interpersonal and communication skills necessary to build a positive and influential image.
Training Benefits
- Apply the necessary communication tools to handle the most sensitive situations
- Disagree without being disagreeable
- Use active listening skills to avoid miscommunication
- Recognize volatile and delicate situations and apply techniques to prevent flare-ups
- Defuse explosive emotions and volatile situations
- Resolve conflict in a way that will bring about a harmonious relationship
- Understand the types of non-verbal communication you need to eliminate
- Project self-confidence, even in an intimidating environment
- Use tact and diplomacy to be positive without compromising your position or authority
- Apply skills to deal with difficult people and difficult personalities
Communication Skills Developed and Topics Covered Include
- Know how professionals can damage their reputation by not understanding “TACT”
- Eliminate non-verbal communication that discourages others from expressing themselves
- Develop techniques of how to offer constructive criticism without deflating the person’s morale
- Learn how to handle tough questions and tough audiences
- Refrain from taking an adversarial position
- Learn to say "no" in ways that reduce conflict and eliminate phrases like, "that's not my job" and "I don't know"
- How to avoid verbal and nonverbal slip-ups
- Understand how and when to use silence appropriately
- How to disagree without being disagreeable
- Distinguish how and when to apologize so that you gain credibility and respect
- Avoid letting personal perceptions destroy your communication ability
- How to defuse explosive emotions and volatile situations
- How to prevent people from pushing your hot buttons
- Knowing when and how to let someone save face
- Re-engineer your thought process so that others do not control you
- Know how and when to ask questions that prevent miscommunication
- Understand who your audience is so that you communicate effectively
- Learn techniques to stop communication that is wasting your time, without coming across as not interested
- How to live with irritating habits and other minor people problems
- Learn how to promote yourself without appearing to be bragging
Bring this seminar to your organization and begin applying improved communication skills immediately. Participants leave this session with a new sense of accountability for what they say and have the communication skills and tools to use tact and diplomacy in any situation.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
Featured Trainers in Communication Skills
Conflict Management - Working Through Differences
Onsite training to manage conflict and resolve differences.
Learn how to implement conflict resolution skills to build more positive relationships.
This onsite conflict management skills seminar develops communication skills to resolve conflict and helps people work through difficult and challenging situations effectively.
Simply put, conflict exists when two or more people disagree about something. Differences in opinion, communication style and/or approach make conflict inevitable in today’s workplace. These situations often cause people to be close-minded and angry. The resulting conflict can have a negative effect on quality, productivity, cooperation and the company’s bottom line.
The key is not to sidestep or fear conflict but to manage it.
Resolving disputes and disagreements can help harness the passion that drives conflict and put it to good use for a more productive, positive and less stressful workplace.
Through practical examples and realistic scenarios, participants learn to diagnose the cause of conflict and how to use proven techniques to resolve differences, reduce the potential for continued conflict and build more positive working relationships.
In reality, workplace conflict is inevitable and training employees on the principles of conflict management is essential to the pursuit of success. This workshop teaches the most effective methods of conflict resolution to overcome differences with bosses, coworkers, customers and others.
Do any of these points sound familiar?
- Differing ideas, interests and perceptions create ongoing team or department conflict
- Discussions become deadlocked or turn into personal attacks
- People avoid situations where they anticipate conflict
- Some people seem to always "get the better" of those around them leaving everyone uncomfortable
- Feelings overtake objectivity leading to personal attacks and angry outbursts
- Differences are left unresolved leading to low productivity and morale
If you answered “yes” to any of those points, this training is for you!
Who Should Attend
This on-site seminar is for employees, supervisors, managers and executives having to work through conflict to work with people. This course is especially useful for those who must find ways to quickly and fairly resolve the conflicts that naturally occur in the workplace.
Training Benefits
- Approach conflict as a process to achieve positive results
- Reduce the impact conflict can have on morale
- Lower the cost of conflict for themselves and the organization
- Minimize the negative consequences of unresolved issues lingering on and on
- Improve communication skills to deal with conflict at work and their personal lives
- Create a more open and collaborative work environment
- Improve team cohesiveness
- Implement a solid framework for dispute resolution
Overview of Topics and Learning Points
- Understand the sources of workplace conflict
- Learn the four guiding principles to conflict management
- Understand how personalities play an important role in conflict resolution
- Identifying and understanding communication filters that lead to conflict
- Develop sure-fire communication skills necessary for successful conflict resolution
- Recognizing the differences between conflict management and conflict resolution
- How to identify the possible outcomes of a conflict before choosing an approach to conflict resolution
- How to identify healthy conflict within the organization
- How to implement a step-by-step path that leads to conflict resolution
- Understand which brainstorming techniques work best with groups and which work best with individuals
- How to counter fallacies and use logical arguments during conflict
- How to use the Socratic Method to clarify the sources of conflict
- How to ensure the resolution is implemented
- Using an employee attitude checklist and a personality assessment tool to identify sources of conflict
- Learn techniques to head-off future conflict
Bring this seminar to your organization and begin applying improved communication skills immediately. Participants leave this session with necessary skills to surface issues and resolve conflict effectively for dramatic improvement in communication, morale and bottom-line results.
To receive more information about this training call toll free at 877-385-5515.
You may also email us at This email address is being protected from spambots. You need JavaScript enabled to view it..
