presents

National Seminars Group & Padgett Thompson
a division of Rockhurst University Continuing Education Center
Course Description

How to Handle Difficult People

A powerful one-day workshop that will help you understand and deal with the problem people in your life.

Program Description		Who Should Attend
Workshop Agenda		Guarantee Dates/Locations, Pricing, Register
What You’ll Learn

Program Description

If you're frustrated by all the time-wasting aggravation that whiners, back-stabbers, know-it-alls, foot-draggers and other negative personalities cause in your workplace, this insightful one-day workshop is for you! Find out why difficult people behave the way they do, and discover a powerful set of coping strategies that will help you deal with them more easily ­ and with better results ­ than you ever dreamed possible.

You'll learn how to identify and handle the 10 most common types of difficult people, how to neutralize the typical tactics and weapons difficult people use, and how to minimize the effects of negative behavior.

In addition, you'll gain the tools you need to keep your cool and stay in control in the face of the aggravating and intimidating antics of others. Invest just one day to attend this workshop, and you'll walk away with coping skills you'll use for a lifetime. Never again be defeated or antagonized by the difficult people you encounter!

What You’ll Learn

1. Identify and effectively handle the 10 most common types of difficult people
2. Understand what really triggers difficult people to behave so negatively
3. Neutralize the typical tactics and weapons difficult people use
4. Minimize ­ even eliminate ­ the negative effects of difficult behavior
5. Anticipate the negative actions of others and avoid being caught off-guard
6. Maintain your cool when difficult people become hostile or rude
7. Avoid verbal hooks and "vibes" that invite difficult behavior
8. Persuade even the most difficult person to see things your way
9. Deal successfully with confrontation using the S-U-C-C-E-S-S formula
10. Turn confrontations into constructive steppingstones that lead to conflict resolution
11. Meet negative behavior head-on without adding fuel to the fire
12. Change the attitudes of difficult people using a proven formula
13. Understand why difficult people resist others' ideas and opinions ­ and use it to your advantage!
14. Conquer even the strongest resistance using a 7-step strategy
15. Learn from every difficult encounter so that they become fewer ­ and easier to handle
    

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Who Should Attend

• Supervisors, managers and department heads
• Team leaders
• Anyone who wants to deal more effectively with negative, hard-to-work-with people who are making everyone miserable!

Workshop Agenda

Understand what motivates the difficult people you
work with

• The 10 classic types of difficult people and how to live with them
• Learn to live and function daily with truly difficult behavior
• The 5 ways people think: deal with thoughts before they become actions
• 10 typical weapons difficult people use-confront and conquer them
• Why do difficult people resist others' ideas and opinions? Here are answers you can put to use immediately
  

Predicting and preparing for difficult encounters-you can be ready

• 5 dangerous misconceptions in opening the lines of communication
• Could you be part of the problem? Learn the steps to going into a situation with reasonable expectations
• Are you avoiding the verbal hooks and "vibes" that invite difficult behavior?
• Meeting difficult behavior head-on - without adding fuel to the fire
• 3 ways to bring out the best response in a person
• Spotting communications failure while you can still avoid it
• Antagonism and conflict not your strong suit? Use this proven action plan for confrontation

Keeping your head...your cool...and your control

• Have you tried the formula for changing the attitudes of difficult people? Now's the time
• How to use the success formula for dealing with confrontations
• Things getting really hard to handle? Here's how to stay in control
• How to use your anger as a powerful and positive tool
• Can't seem to get through? Use the 5 steps to meaningful idea exchange
• 7 keys to conquering the strongest resistance
• Finding and eliminating the root problem in any conflict
  
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Altering negative behavior-with positive results

• You can minimize-even eliminate-the likelihood of difficult encounters
• The keys to making disagreeable behavior agreeable
• 3 essentials of persuasion that work
• The key that will soften even the hardest heart
• Criticism can work, and work powerfully! You can make it happen
  

Learn from every difficult encounter so that they become fewer-and easier to handle

• The 3-step method of working through a situation to permanently resolve conflict
• Feel like a loser after a difficult encounter? Here's how to neutralize those feelings
• Dealing with potentially difficult situations before they get out of hand
  

Your Guarantee of Complete Satisfaction

We stand behind our seminars with a 100 percent , iron-clad, money-back guarantee of satisfaction. If for any reason you’re not completely satisfied with the solid skills, the tips, tools and shortcuts, and the crucial information you receive during this workshop, we’ll refund your money in full. Every penny. Guaranteed!

Program Hours:
9:00 a.m. to 4:00 p.m. Registration begins at
8:30 a.m.

Group Discount: When 3 enroll from your organization, a 4th attends FREE!

Lunch:
Lunch is on your own.

Continuing Education:
Continuing education credits may be recognized by your professional board. Contact your own board to find out what's required. If you cancel your registration up to five business days before the workshop,

Bring a seminar to your site! For information about bringing a course to your site please call 1-919-847-0331 or email the registry at .

If this course or the dates/locations below do not have what you are looking for, then click here and we will find it for you right away. It will save you a lot of time and energy finding it yourself.

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Additional Information:

National Seminars Group will e-mail confirmation soon. If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a workshop for which you are registered, you may send a substitute or receive a credit memo toward a future workshop. If you cancel your registration up to five business days before the workshop, your registration fee will be refunded less a $10 enrollment charge.

You can also register by emailing your registration information to us at or calling us at 919-847-0331. Please mention the meeting number specified above and BE SURE TO STATE VIP CODE "919-120001-000 -- Training Registry".