The Psychology Behind Dealing with Difficult People
“You’ve always got to work with the best if you can, and of course, the best are the best because they are different. They expect certain standards and they are usually exceedingly difficult people to work with.” Malcolm McDowell
Do you dread going to work or having to work together on an important project with some colleagues who drive up the wall? Are you surrounded by vicious backstabbers, sneaky idea stealers, lazy whiners, nitpicky control freaks and people who simply have nothing nice to say about you? If you are facing these situations then this workshop is for you.
Without command solid coping mechanisms, the stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and a reluctance to come to work.
Keys to Forming Win-Win Relationships at Work
In this result-oriented workshop, you will learn to use the power of influence and other powerful strategies to deal professionally with difficult colleagues, co-workers, bosses, and customers. You will be taught to defang ‘poisonous’ people that you meet who are always figuring out ways to bring you down.
This workshop will also show you strategies to defuse explosive situations, handle as well as head confrontations and conversations. With the right attitude and skills, you will learn to encourage positive, mental change and learn to work professionally with difficult people.
By the end of the workshop you will be able to:
- Understand trigger points and ways to detect them
- Evaluate your preferred responses to conflict
- Examine ways to articulate your emotions tactfully
- Recognise how to feed the solution and not the problem
- Demonstrate ways to think calmly and fairly
- Generate multiple options to deal with a difficult person
- Discuss how you would know that you have derived with the best solution
Who Should Attend?
This workshop is targeted for anyone who has to deal with challenging behaviours at work.
- Presentation and discussion
- Case studies
- Role plays
- Individual exercises
- Group activities
“The workshop offered an excellent opportunity for me to explore the Id, Ego and Superego thought conflict processes in a person and practice a number of techniques in managing it.” Ethan Lim, SPF
“Practise saying ‘no’ and meaning ‘no’ more often, and without feeling guilty and/or repeatedly apologising.” Josephina Wong, Marina Bay Sands
“I learnt how to stop catastrophizing when dealing with a bully. The Circle of Influence and how to reframe thinking with presuppositions helped me to cope tremendously.” Simon Tay, Supreme Court
Meet the Industry Expert: Ms Sandra Daniel
Sandra Daniel has a distinguished career as a Training Facilitator which spans over 2 decades. She specializes in communication strategies and emotional intelligence to drive behavioural change in organisations. She has coached and trained clients from diverse organisations and industries namely, government services, banking, manufacturing, education, insurance, hospitality, sales as well as manufacturing and insurance.
Sandra an ACTA Certified Trainer who holds a Master of Science in Training and Human Resource Management from University of Leicester. At a professional level, she is a Licensed NLP Coach and Master Practitioner (American Board of NLP), Certified Advanced Behavioural Analyst, DISC Accredited Administrator, Certified Enneagram Coach, Certified in ETaC and ESaC, Lean Six Sigma Master Black Belt, Certified Facilitator in Design Leadership and Design Thinking, a Certified SCRUM Master and LEGO® SERIOUS PLAY® Certified Facilitator
She regularly contributes articles on management, communication, and learning skills to Straits Times Recruit. To date, Sandra has authored and co-authored several books namely, How to Think Critically with Sun Tzu Art of War Stratagems, Impactful Academic Writing, Extremely Busy People’s Guide to Read Faster and Memorize Better and Think Clearer.
Workshop Outline: What Would be Covered in this Popular and Result Oriented Workshop
MODULE ONE: Understand and Manage Mental Filters
- What is an Amygdala Hijack
- Identifying what triggers you
- The role of Meta-programs in a working relationship
- The Inner Conflict: Id, Ego and Superego
MODULE TWO: Presuppositions and affirmations
- Destructive self-talk leads to catastrophising
- Ladder of Inference: anchoring bias information, making assumptions and jumping into conclusions
- Reframe thinking with empowering presuppositions when feeling stuck
- Changing context
- Stages in conflict resolution
- Deliberate practice: win, learn and change
MODULE THREE: The Circle of Influence vs The Circle of Concern
- Pacing and Leading
- Expanding the Open Johari Window
- Generate multiple options to resolve situation
- Highlighting the consequences
- Reframing objections
MODULE FOUR: Coping with Deception
- The 3 Types of Liars
- How to spot a liar
- Recognise hidden messages from micro- expressions
- Deletions, Distortions and Generalizations
MODULE FIVE: Successfully handle sarcasm and intimidating comments from a bully
- The bullying personality
- Why bullies behave the way they do
- The Broken Record Responses
- Workable compromise
- An assertive tone