Dealing with Difficult People
Learn how to deal with difficult people effectively. This course will show you how to recognise and respond to the tactics difficult people use at work, at home and in customer service environments. Learn to maintain your personal power while dealing with aggressive strategies such as bullying, shouting or public put-downs and criticism. Develop appropriate ways to handle chronic complaining and buck-passing, and learn how to respond assertively to sarcasm and rumour-mongering. A great way to increase your confidence!
Course Content
Introduction to Dealing with Difficult People
- Recognise what motivates difficult behaviour.
- Identify the behaviours course participants want to handle better in future.
Responding assertively to difficult behaviours
- Distinguish between assertive and non-assertive behaviour.
- Recognise the key behaviours used by difficult people.
- Choose to respond assertively rather than allowing other people to push your buttons.
- Discuss techniques for handling the difficult behaviours identified by course participants during Topic One.
Strategies for handling passive behaviour
- Learn techniques for responding to people who use passive behaviours such as playing victim, crying and refusing to take responsibility.
Strategies for handling aggressive behaviour
- Discuss techniques for dealing with aggressive tactics such as shouting, blaming and bullying.
Strategies for handling passive-aggressive behaviour
- Use one simple communication tool to handle people who use passive-aggressive behaviours such as sulking, gossiping, lying and sarcasm.
Generating Win/Win solutions to conflict
- Learn how to take a creative approach to problem-solving by using an Option Generator during negotiations with difficult people.
Course Outcomes
Participating in this workshop should enable you to:
- Distinguish between assertive and non-assertive communication styles
- Recognise the behaviours non-assertive communicators use to gain power in difficult situations
- Maintain your personal power when dealing with those behaviours
- Choose effective ways of communicating in difficult situations
- Negotiate win/win outcomes to conflict
Centre for Continuing Education
Directions
Centre for Continuing Education
160 Missenden Road
Newtown
2042
Centre for Continuing Education
Directions
For directions from your location, enter your address in the Directions from field above the map shown below, then click the Get Directions button.
For University of Sydney campus maps and guides, visit sydney.edu.au/maps.
Public Transport
For public transport information visit 131500.com.au or phone TransportInfo on 131500.
Other Information
Secure Parking is available through the RPAH Medical Centre located on the corner of Missenden Road and Carillon Avenue (entry to the car park is via Elizabeth Street, off Carillion Avenue). Parking is available on weekdays only between the hours of 7:00AM – 7:00PM at a rate of $38/day or $9/day after validating your ticket at CCE’s reception. All CCE participants who validate their tickets at reception are required to park their vehicles on Level B3. If the validated ticket does not register in the car park’s ticketing machine, cancel the transaction then reinsert your ticket into the ticketing machine until the $9 fee appears.
Parking costs and parking arrangements for University of Sydney facilities are available here.
