Welcome to your online Dealing with Difficult People training course. For over 20 years our trainers at Total Success Training have taught thousands of our delegates to become more effective by teaching them practical tips and techniques that can be used immediately. We’ve designed all of our courses to be both practical and easy to follow and have included topics that we feel will help you to learn quickly and easily. To get the best out of this on-line training course please complete all of the topics but go through each one at the pace you feel comfortable with. You may decide to do it in one go or in stages. It’s all up to you. We have included lots of exercises and quizzes to get you thinking, planning and using the course information in the most practical way. By the end of this course you will feel both competent and confident in your dealing with difficult people. It will allow you to: understand the differences between assertiveness, passiveness and aggressionrecognise and use the key techniques in handling difficult peopleunderstand the causes that produce difficult behaviour in peopleincrease your confidence and self-esteemreduce stress associated with difficult peopleexamine the benefits of assertiveness techniques and determine which are the most effective for youhow to prepare for assertive confrontationsnegotiate more effectively to overcome deadlock and resistancedeal with very difficult behaviours  After completion of this course you will: develop confidence and reduce the fear or panic when dealing with difficult people and situationslearn to use several new techniqueslearn tips for assertive deliveryYou are allowed to complete the course within 30 days of booking. During this time you can take as many attempts as you like. Please note, after 30 days your booking will expire and you will have to repurchase the training course.This online course or any portion thereof may be copied, reproduced or used in any manner. Permission granted to reproduce for personal, educational or commercial use. 

Table of Contents

Introduction

What is a Difficult Person

Understanding Resistance

Introduction

Effective Communication Strategies

When we communicate it’s simply to achieve our objectives. It’s about control. The control we have over others to achieve our desired outcomes. Whether you’re asking someone to make a cup of coffee or delegating a task to a colleague or persuading someone to do something that they are reluctant to do – it’s all about control. Therefore, when we communicate it’s imperative that we do so in the best way so that we achieve our objective and avoid conflict. In this chapter you will learn methods of understandi ng resistance

When to Use Questions and Statements in Conversation

Introduction

In this chapter you will learn about questions in conversation

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