Dealing with Difficult People

Handling those crucial conversations

Think of a conversation you have been putting off.

Have you got it?

ok

Then let’s go...

Those times when you know you should talk to someone, but you don’t. Maybe you have tried before and it went badly. Or maybe you fear that talking will only make the situation worse.

Still, there is a feeling of being stuck, and you would like to free up that stuck energy for more useful purposes. There are many well-written and informative books on how to have these important, crucial, and difficult conversations. They are all great.

What you have here is a brief synopsis of best practice strategies: a checklist of action items to think about before going into the conversation; some useful concepts to practice during the conversation; and some tips and suggestions to help your energy stay focused and flowing, including possible conversational openings.

You will notice one key theme throughout.

You have more power than you think.

However, this is not where we start our course.....

Contents

Section One - Plan, Prepare and Set Objectives

Creating an Emotionally Healthy Environment
Responding in difficult situations
4 Magic phrases
Preparing for Difficult Conversations and Situations
Difficult Conversations: Nine Common Mistakes

Section Two – Attitude and Communication Style

We need to talk, but I don’t want to
Working WITH People, Not Against Them
Developing Your Assertiveness
Assertive Communication Techniques
Giving Difficult People Recognition
Turning a Challenge into an Opportunity
The Art of Concise Conversations

Section Three – Maximising Outcomes

Asking Questions Effectively
4 Steps to a Successful Outcome
10 Ways to Make Difficult Conversations Easier

Section Four – Specific Conversations

Diagnosing Poor Performance
Working with Lazy People
The Appraisal Interview
Conversation Structure
Giving Feedback (Positive or Negative) 
Negotiating Basics
Assertiveness and Negotiation
Challenging difficult and aggressive behaviour
The Five Rs – A Five-Step Guide to Challenging Behaviour
Delivering Bad News

Section Five - Action planning