OBJECTIVE:
What makes it possible to deal with difficult people at all is that, like everybody else, they have positive responses in their repertoire. You can learn how to bring out the best in people when they are at their worst. And you can structure the interaction to encourage his or her positive, more productive responses. You can improve your ability to get along and get things done when you are dealing with people who have an uncanny ability to frustrate you.

After this course, you will see difficult people as an interesting challenge and an opportunity to strengthen your interpersonal skills.

WHO WILL BENEFIT: 
Managers and professionals who want to improve their leadership skills. Anyone who interacts with a variety of people in different situations, and who wants to further enhance their interpersonal effectiveness. Anyone who has a difficult person in their life who seems immune to attempts to get along.

LEARNING OUTCOMES
Participants will learn how to:

• recognize underlying causes of conflict,
• handle the triggers which get you upset,
• tackle manipulative behaviour without being manipulated,
• listen fully to understand from the speakers’ point of view while you stay in control,
• ask the questions which will uncover possible solutions,
• identify shared interests and differing interests,
• problem solve using time tested strategies, and
• develop the negotiations skills that work best for you.

COURSE LEADER: EILEEN PEASE, M.Ed., CHRP, CSP