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Background

Human behavior can be influenced by many factors including situational context and a person’s individual comprehension and perspective of the world around them. These factors can make management and interaction with some people more difficult than others and it is inevitable that leaders have to deal with these situations. Interaction with difficult people can create stress, a decrease in productivity and even a reluctance for certain team members to arrive at work.

This ‘research-based’ Course provides proven principles for dealing with and managing a variety of people effectively, including difficult personalities. Inclusive, influential communication techniques are also taught in this extensive program.


Benefits

This Course will provide you with:

  • An understanding of why people are different
  • Patterns in Human behavior and varying personalities
  • An understanding of why people can become difficult to transact with
  • Tools to avoid manipulation by difficult people
  • The confidence to interact and manage a variety of people
  • The skills to effectively apply conflict resolution methods
  • Techniques to de-escalate situations through tactful word choice
  • Techniques to give criticism adequately
  • The ability to apply assertiveness and see the results immediately

Who Should Attend

Successful leaders should have great communication skills and conflict resolution techniques for dealing with difficult employees and colleagues. Leaders and aspiring leaders alike will profit from attending this comprehensive Course. These include HR managers, team leaders, retail managers, educators, business owners and customer service representatives. Even freelancers and consultants stand to profit from learning and practicing the skills imparted in this extensive program.


Curriculum

Day One

  • Human behavior and comprehension
  • Communication challenges with different people
  • Establish clear understanding
  • Who can be labeled as difficult people
  • Cultural diversities affecting comprehension and reaction
  • The Perception Divide – why it makes positive outcomes difficult for you

Day Two

  • The Communication Process
  • Barriers to communication
  • Choice and Control
  • Emotional Intelligence
  • What are the causes of difficult behavior.
  • Developing Trust
  • Gaining Rapport

Day Three

  • What is challenging behavior.
  • Outcome Thinking
  • Listening for understanding
  • Questioning for Specifics
  • Influencing Framework
  • Strategies for responding to different behavior styles.
  • Appreciating the impact of the different styles of behavior on each other

Fee Information

Fees for this training course includes:

  • tuition costs
  • certificate
  • study materials
  • meals (Lunch and refreshments)
  • a social program (only if more than five participants attend)

  • Course Fee does not cover
  • Visa
  • travel costs
  • any insurance
  • accommodation
  • personal expenses and other meals

  • Discounts may apply for groups, In-house training or destinations other than specified in the program. Please contact us with your requirements and we will provide you with a quote.

    Important Notes


    General Notes:

  • As an open course, this program is offered in specific destinations. However, for groups and as an in-house training, it can be offered in many parts of the world. Please contact us for more details
  • This program can be integrated with any other program in the same category and the client will get a considerable discount.
  • Accordemy courses can be offered in other languages than English too. Please contact us for your needs.


  • What Participants Receive?
  • Certificate of course completion issued by Accord Worldwide, Inc. The USA.
  • Lifetime free access to online version of the course material.
  • Lifetime free membership in related online discussion groups.
  • Discounted fee for future courses.

  • Travel Management

    If you require support in managing your trip to the course destination, we can provide you with information or arrangement. Travel management will be done by third party service providers and any discount will not apply on travel expenses.

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