Code: COM24    

CEUs: 0.60

Fee:  $189 ($149 member)

Date: 6/24/09
Time: 8:00am-4:00pm
Location: Tempe - AGTS Learning Center

• Assertive Communication

• Building Healthier Work Relationships

• Dealing Positively with Workplace Negativity

• Effective Interpersonal Communication

• Listening Skills: The Cornerstone of Effective Interpersonal Communication

• Understanding Yourself and Others: The Myers-Briggs Workshop

• Communicating Effectively in Crisis Situations

• Men & Women Working Together: A Gender Communication Workshop

• Understanding Non-Verbal Communication

Do you ever wish you had a magic wand to deal with the difficult people in your life?  This program may be just what you’re looking for. Learn powerful techniques that work like magic even with the most difficult types!

Length:  One 8-hour session

Instructor:  Welch-McGrath

Who should attend: Anyone who would like to be more effective when dealing with difficult people.

Benefits:

• Interact positively and effectively with even the most challenging individuals.

• Feel confident in your ability to diffuse anger—in yourself and in others.

• Increase your value to the organization by building essential people skills.

Learning Outcomes:

By the end of this program, you will be able to:

• Identify the seven different types of difficult people.

• Describe the relationship between self-esteem and difficult behavior.

• List and practice techniques for dealing with each difficult behavior type.

• List and practice strategies for diffusing anger in yourself and others.

Program Outline:

I.          The profile of the difficult person

II.          A three-part plan of action

III.         Specific techniques for seven types of difficult people.

IV.        The dynamics of difficult behavior

V.         Self-esteem and the self-fulfilling prophecy

VI.        Building new relationships with difficult people

            A.         Rapport, sameness, trust

            B.         Guidelines for diffusing anger

            C.         A specific plan for each type of person