Dealing With Difficult People at Work January 25, 2011

By the end of the session, you would be able to:

* Identify the characteristics of difficult people in your life and why they behave as they do.
* Explain negativity and its causes.
* Examine how your personal beliefs and values play into the way you deal with difficult people.
* Discover your conflict style and adopt an approach that meets the conflict situation.
* Employ Interest-Based Relational Approach to keep controversial discussion positive and avoid aggression that often causes conflict to spin out of control.
* Apply Conflict Resolution Model to resolve conflict through proven systematical framework.
* Assess each difficult people to enable you to make good decision on how to handle each situation you face.
* Identify tools to help your communication with difficult people, and receive a process model to guide you through the interaction.
* Manage superiors expectation with five simple steps, and gain practical tips in dealing with your superiors and co-workers.
* Employ Six Intervention Model to solve employee performance problems.
* Guide your difficult customers towards a better outcome with LEAD model, and techniques in calming your upset customers.
* Build your confidence in interpersonal interaction.
* Extend your professional skills and add your career value.

Official Website: http://www.gin-my.com/pages/workshops/2011/ws_2011_DWDPAW