Dealing with Difficult People: Effective Methods for Overcoming Conflict
Most managers or supervisors dread confronting an employee who is difficult to work with. When that employee is excellent at their job, the task can get even more tricky.
What about a difficult client or customer? The customer may “always be right” but there are boundaries that need to be put into place.
Correcting bad behavior or interacting with difficult, rude people is tricky enough, but you don't want to risk losing some of your best assets- your employees or your clients.
How can you manage expectations and set boundaries without losing a valuable resource? Join us for this high-impact, 60-minute training to learn:
- Conduct constructive discussions with consistency
- Forge productive relationships based off the Aikido Principle
- Eliminate the stress of difficult conversations
- Ways to interact with and understand difficult personalities
Preparing to listen instead of preparing just to respond
- Listening with the intent to understand, rather than with the intent to reply
- Applying the principle of acknowledgement to de-escalate and communicate effectively
- Creating a culture of proactivity in the face of difficult conversations, meetings or interactions
Saying what you mean, meaning what you say and not being mean when you say it
- Training employees to be assertive but not rude when dealing with tough customers
- Teaching the Aikido Principle so you are never guilty of counter-attacking
- Blending problematic personalities and attitudes to ensure that everyone feels understood (because when people feel understood or heard- they calm down!)
Feeling like you have the power, confidence and control over difficult situations or interactions
- Setting boundaries and deciding when enough is enough
- Getting to the root of the problem if the difficult person is on your own team
- Following up: Long term solutions for changes in behavior or interactions
Question and Answer Session - Hear expert answers to real-world questions!
About the Speaker
Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands.
- Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees.
- Before becoming the go-to trainer for the world’s biggest brands, Myra was the Global Head of Consumer Affairs for Thrifty Rent-a-Car System.
- She was named one of the top 100 Rising Stars by Travel Agent Magazine for her landmark work in leading her team to restore customer confidence after service failures.
Engage conflict productively. Handle issues with fellow employees or customers with confidence, ease, and in such a way that maintains the esteem of the other person and reaches a solution that works for all. Join us for this 60-minute training to discover powerful tools to eliminate tension on your own team and deal with difficult people without losing business or resources.