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Ticket Information

  • Early Bird: $526.50 ea
  • General Ticket: $585.00 ea
  • Additional fees may apply
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Overview: Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult behaviours of people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life as well.

Workshop Learning Objectives:
At the conclusion of this workshop, participants will be expected to:

- Recognise how their own attitudes and actions impact on others. Find new and effective techniques for managing negative emotions.
- Develop coping strategies for dealing with difficult people and difficult situations.
- Identify those times when they have the right to walk away from a difficult situation.

Pre-Workshop Activity

Participants will be asked to complete a self-assessment personality profile of Interpersonal Interactions” and bring it to the workshop with them.

Workshop Agenda

Module One:
- Introductions, Objectives and Agenda

Module Two:
- Discussion of Self-Assessment

Module Three:
- Could You Be Part of the Problem?

Module Four:
- How Can You Work Toward Different Solutions?

Module Five: The Importance of Good Communication
- Choosing the Right Words
- Asking Questions
- Listening for Answers
- Non-Verbal Messages

Module Six: Managing Anger
- Understanding more about anger
- Managing your own anger
- Dealing with other people’s anger
- Preventative strategies

Module Seven: Dealing with Difficult Situations
- Conquering resistance
- Recognising potential difficulties

Module Eight: Difficult People:
- The Classic Types
- Specific causes of difficult behaviour
- Weapons difficult people use
- Coping strategies for difficult behaviours

Module Nine: Formula for Changing Attitudes of Difficult People
- Change your behaviour to change the interaction
- Negative interaction cycles
- Positive interaction cycles
- Permanent disassociation

Module Ten: How to Overcome the Feelings Difficult People Give You
- Put yourself in charge of you
- De-stress Options
- Personal Action Plan
- Review and Evaluation

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