Centre for Continuing Education

Dealing with Difficult People Course

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Eleanor Shakiba
Eleanor Shakiba is an expert in ‘people skills’. She has trained over 49,000 people in the skills of breakthrough communication. She has been teaching at the Centre for Continuing Education for over ten years.

Eleanor 's qualifications include a Bachelor of Arts degree in Social Anthropology, Graduate Certificate in Applied Psychology, Graduate Diploma in Adult Education, Master Practitioner and Trainer certifications in Neuro Linguistic Programming, accreditation to administer MBTI and DISC psychometric instruments and LEADR training in mediation. She writes and teaches in the areas of applied psychology, communication and conflict resolution.

This dealing with difficult people course will empower you with the set of skills essential for handling difficult people and difficult behaviour confidently and constructively. Learn to recognise and respond to the tactics difficult people use at work, at home and in customer service environments. In this dealing with difficult people course you will hear how to maintain your personal power when dealing with aggressive strategies such as bullying, shouting or public put-downs and criticism. You will also be able to try out tactics for handling passive behaviours – such as chronic complaining, emotional blackmail or playing ‘victim.’ See how to handle passive-aggressive tactics such as sarcasm, back-stabbing and rumour-mongering.

Aims

You can’t avoid meeting difficult people. But you can build the skills for handling them successfully. The techniques you learn in this course on dealing with difficult people can be used to:

  • Put an end to others manipulating you or treating you unfairly
  • Keep control when you’re talking to difficult people
  • Prevent your relationships being wrecked by negative people
  • Build healthy, happy dynamics when relating to others
  • Stop feeling stressed by others' actions
  • Feel successful and assertive, no matter who you’re dealing with

Outcomes

You’ll come out of this Dealing with Difficult People course with practical tools for dealing with difficult behaviours and conflicts. Discover why some people resort to difficult behaviour. Hear what experts in conflict resolution and applied psychology know about dealing with difficult people. Upon successful completion of this course, participants should be able to:

  • Handle the fight or flight reactions which prompt difficult behaviour.
  • Stay calm when handling challenging people.
  • Speak up assertively in tough situations.
  • Respond to the dirty tactics some people use to gain power over you.
  • Use four key tools for responding to difficult behaviours.
  • Maintain your boundaries when dealing with difficult people.
  • Handle aggressive and passive-aggressive behaviours assertively.

How can put your learning to use?

The practical focus of this course on dealing with difficult people means that you use what you learn immediately. At work, you can use your new negotiation skills to handle upset customers, sort out team conflicts, minimise the impact of negative co-workers and work effectively with your boss or direct reports. In your personal life, you can use your learning to sort out conflicts, say ‘no’ to manipulative people, set limits around unacceptable behaviour and build happier relationships. During the course, the trainer will answer your questions about using assertive communication techniques in your specific contexts.

Content

Topic one: Assessing what’s going on

The first step in dealing with difficult behaviour is working out exactly what you’re dealing with. Is this a chronic, ongoing problem? Or are you dealing with a short-term reaction to stress? Hear how to identify the signs that someone is in an ‘amygdala hijack’ state. Discuss key markers of mental health problems. Use an assessment tool to work out what style of difficult behaviour you’re facing.

Topic two: Four tools for staying in control

Explore the four key communication tools which can help you stay in control during conversations with difficult people. Learn to use active listening, solution focussed questions, boundary statements and reframing patterns. Watch these tools being demonstrated by experts in dealing with difficult situations. Then try them out for yourself.

Topic three: Handling passive-aggressive behaviour

Passive-aggression is way of communicating hostility covertly. Passive-aggressive people use contemptuous body language and verbal retorts to express their aggression. See how to recognise passive-aggressive tactics. Try out a step-by-step process for making passive-aggressive people accountable for their own behaviour.

Topic four: Dealing with aggressive behaviour

Aggressive behaviour is all about unfair use of power. It happens when difficult people stand up for themselves in ways that violate your boundaries. See how to set and maintain your personal boundaries around aggressive people. Use a four step process for handling aggressive behaviour.

Who teaches this course?

Eleanor Shakiba is a leading people skills trainer, based in Sydney. She has taught over 48,000 people – like you- to use breakthrough thinking and communication tools. She has written over ninety training courses and produced 12 audio programs to help you excel at work.

Eleanor is qualified in Social Anthropology, Adult Education, Applied Psychology, Neuro Linguistic Programming and Mediation. She writes and teaches in the areas of applied psychology, communication and conflict resolution. Her passion is helping professionals learn skills for success in the real world.

Intended Audience

This dealing with difficult people course is suitable for all managers, team leaders, supervisors and individuals wishing to enhance their skills in dealing with difficult people or aggressive behaviour in the workplace. Participants will get the most from this course if they are:

  • Willing to contribute to group discussions.
  • Confident communicating verbally in English.
  • Comfortable participating in role play style activities.

Delivery Style

This is an interactive course on dealing with difficult people. It covers the why, what and how of dealing with difficult behaviour. You’ll learn through a variety of methods including:

  • Small group discussions.
  • Role plays or simulations.
  • Written exercises in which you will apply key concepts.
  • Question and answer sessions with the trainer.

Recommended Reading

No specific pre-course reading is required. However, some of the material has been taken from the book Difficult People Made Easy by Eleanor Shakiba. You will be provided with your own copy of the book at the course, for you to keep.

Features

  • Expert trainers
  • Central locations
  • Small class sizes
  • Free, expert advice
  • Student materials – yours to keep
  • Statement of completion

What others say.

  • An excellent tutor who not only has the knowledge, but is an excellent communicator. I learnt a lot not just from what was taught to us, but also from how the tutor communicated with the participants.

  • An extremely worthwhile day, and I learnt more than I expected about my own style of being difficult.

  • The course is very practical and helps to deal with people problems at work and privately. There are many tools and approaches offered, and once mastered they are useful. Recommended course for people dealing with interpersonal relationship situations at work.

  • A great and informative day! I got so much out of this for both my work and personal life.

  • This course was brilliantly run, relevant and engaging. The presenter did a great job and provided a great toolkit for dealing with difficult people. I now feel empowered to make some changes in the workplace, as well as my personal life.

  • Loved this course – felt like the foggy glasses were taken off!

  • I would recommend anyone who is working in the workplace to attend as well as those who are having family issues.

  • The course content was very useful, and also a real eye opener! It definitely equips individuals with the ability to identify and deal with the different behaviours and team dynamics. The concepts can be applied to all relationships, not just professional/corporate. The tutor was very knowledgeable and also made the course delivery fun. A great course that I would definitely recommend to everybody! I certainly walked away impressed, confident and equipped.

  • Tutor was very experienced, engaging and kept everyone focused. After learning the tools to deal with difficult people, I came away with a very positive and confident attitude.

  • Just the most brilliantly useful course. 100% satisfied.

  • The course gave me a new understanding of how people behave and how we can control the way they impact on us.

  • This was a great course and was immediately useful in helping me deal with the difficult people in my workplace.

  • I thought the tutor and the content was fantastic. I would like to do more courses with this tutor because they were highly entertaining and informative. I have been telling my friends about this course and recommending it. The tutor was simply excellent!

  • I thought the course and the tutor were both great. I learnt a lot about not only the difficult people I deal with but also about myself and when I become difficult to deal with.

  • The course provided a solid theoretical background and a variety of practical solutions for dealing with difficult people. A very engaging and insightful teacher and I would highly recommend this course.

  • The workload was balanced well. There was a good range of teaching strategies and use of media. Workshop was useful and relevant.

Dealing with Difficult People Course
University of Sydney (Venue TBA)
$470 GST free

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Dealing with Difficult People Course
University of Sydney (Venue TBA)
$495 GST free

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There are places available
Dealing with Difficult People Course
University of Sydney (Venue TBA)
$495 GST free

Course added to cart.

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Enrol Now
There are places available
Dealing with Difficult People Course
University of Sydney (Venue TBA)
$495 GST free

Course added to cart.

Proceed to Checkout Close this message
Enrol Now
There are places available
Dealing with Difficult People Course
University of Sydney (Venue TBA)
$495 GST free

Course added to cart.

Proceed to Checkout Close this message
Enrol Now
There are places available
Dealing with Difficult People Course
University of Sydney (Venue TBA)
$495 GST free

Course added to cart.

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Enrol Now
There are places available
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