Dealing with Difficult People Training

Difficult people always want their own way and are prepared to shout and lay down the law until they get it. They have the ability to waste a lot of your time and make you angry or frustrated. The stress of handling difficult people can create a lack of productivity and reluctance to come to work.

Through hands-on activities and practice exercises, delegates learn how to deal with all sorts of difficult people for example:

• The ‘Complainer’ – Takes pride in criticism and are sarcastic and devious.
• The ‘Downer’ – Feels they’re life’s victim. They are pessimists and negative.
• The ‘Back Stabber’ – Stabs you with putdowns & pretend they have done nothing.
• The ‘Soothing Delayer’ – Dislikes committing themselves. They tend to be agreeable – yet they still don’t move ahead.
• ‘Egotistical Advisor’ – Appears as if they know a lot about the subject, but will find someone else to blame for their mistakes.
• ‘The Clam’ – Are difficult to get talking. They often use “I don’t know” and similar phrases.

Eventually you will need to stand your ground, but how? Let’s look at one example, the ‘Autocratic Aggressor’, whose characteristics are:

• Intimidate – They stay in control by putting others down.
• Controlling – They rule from a ‘command post’.
• Temper – They are quick to anger and are often unpredictable.
• Rigid – They don’t like ambiguity or changes they did not initiate.
• Judgmental – They are unwilling to listen to opinion that conflict with their own.

How to handle an Autocratic Aggressor:

• Remember – they have nothing against you personally – their attitude is purely selfish.
• Listen to everything the person has to say.
• Hold your ground. This doesn’t mean attack – but stand up for yourself and your ideas. Don’t give in to their anger.
• Wait until the worst is over – when the aggressor is loud and out of control is not the time to try to win your point.
• Watch their ego – remember the aggressor’s self image is on the line, they won’t be open to you until you acknowledge their ego.
• Avoid argument – don’t throw disagreement in their face.
• Be formal, calling the person by name.
• Get their attention. If they still brush your statements aside, ask them to stop and listen to you. Put your hand up to draw their attention. Say something like “Just wait a minute, there’s something I think you should hear.”
• Be concise and clear with your reactions.

We will help you deal with these and other types of difficult people.

By the end of your Dealing with Difficult People course, delegates will be able to:

• Understand what makes different people difficult.
• Recognise the early warning signals and prevent the behaviour escalating.
• Avoid being manipulated by difficult people.
• Feel confident to deal with a number of different types of difficult people.
• Apply conflict resolution techniques.
• Use words that de-escalate and give criticism effectively.
• Apply assertive behaviour and see instant results.

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“Really helpful. Thought-provoking. Practical & engaging.”

J. Holbrook – The Diocesan of Peterborough  

“Helpful and informative session – communicated well.  Very enjoyable.  Learnt a lot.”  

L. Roberts, Millgate Healthcare