Professional Development at Your Location

Dealing with Difficult People

Objective: To develop skills necessary to deal effectively with a wide range of behaviors commonly viewed as "difficult".

Target Audience: Any I/T professional whose work involves dealing with a variety of people, and who desires those interpersonal contacts to be more productive and less stressful.

Focus:
• Identifying Difficult Behavior
• Perception vs. Reality
• Motivating Employees
• Tailoring Your Approach
• Overcoming Communication Barriers
• Managers / Customers / Co-workers

Program Details

Laying the Foundation
- Difficult people or difficult behavior?
- The #1 rule for dealing with difficult people
- The biggest mistake you can make
- What to ask yourself before you take action

Getting Out of Our Own Way
- Behaviors that "Drive Us Up a Wall"
- Converting perceptions
- Self-fulfilling prophecy
- Am I a difficult person?

Dealing with Specific Types
- Familiar patterns of difficult behavior
- Reasons behind the behaviors
- Do’s and Don’t’s

Too Much War
- Dealing with "Tanks"
- Handling "Snipers"
- Protecting yourself against "Grenades"

Too Much Peace
- Unresponsives
- Indecisives
- "Yes" people

Too Much Noise
- The "No" person
- Handling Complainers
- Know-it-alls

Additional Insight
- Angry Customers
- Office Politics

Program Length: One Day

Professional Skills are the Key to the Effective Application of Technology to the Business Process.

Contact Sandy Gaston at sandy@omicron.edu or 404-255-0096 for information, scheduling, and fees.