Are you frustrated with difficult people? Do you find difficult people to be challenging? Who are some difficult people in your life? Your boss? Your spouse/partner? Coworkers and customers? Difficult people cause us undue stress and that's not healthy. Wouldn't it be great to have a few key strategies that make dealing with difficult people a lot easier? By the end of this course, you will have 12 different strategies that will help you better deal with difficult people.
By mastering the strategies and tactics of this course you will:
Improve your safety
Increase your overall level of professionalism
Reduce your stress level
Improve your morale
Decrease the number of complaints you may receive
Lower your personal liability.
All of this adds up to a healthier and happier personal and professional life. This could mean greater productivity for employees and fellow co-workers which would likely increase profitability. For example, what would your office be like if everyone just “got along” with one another?
This course is primarily a series of video lectures that outline the strategies. The lectures contain personal stories and real-life examples of how I've used these strategies and tactics in my career in law enforcement, customer service, and sales.
This course was designed specifically for individuals and employees,who work in a professional environment that is often unpleasant due to difficult co-workers, supervisors, customers and/or clients. It’s about taking control of the situation instead of being controlled by the situation.
By the end of this course, students will be able to actively implement 12 different strategies for dealing with difficult people. The strategies are designed to increase confidence, influence and power allowing the student to take control and navigate through a difficult situation that is often controlled by a difficult person. This will reduce stress and frustration.
This course is learning and developing the 12 strategies for dealing with difficult people. In this lecture, you will learn the difference between a strategy and a tactic as it relates to communications with difficult people.
If you are frustrated, upset and just get anxious when having to face difficult people, this course might be for you. If you are looking to take back control, not only of situations involving difficult people but taking control of you emotions and feelings. This is about giving you power.
This course was initially designed for professionals who are faced with difficult and challenging people, be it the boss, co-workers, customers or even family members.
Wouldn't it feel good to be in control?
Would you rather be considered elite or just okay? How about a star player or bench warmer? If you are ready to truly handle difficult people, on a level that many others feel is magical, it takes some effort. I don't want you to just watch this course...you won't get anything out of it. Just as you wouldn't expect to be the Super Bowl winning quarterback just by reading the playbook once and never attending practice, I don't expect that you will be a master of these skills by watching this course one time and never practicing these skills. It requires practice, drilling and rehearsing.
I explain and provide real examples of the true importance of this course and why some of the communication skills in this course are so vital.
In this course, I share the 5 goals of this course. This is the "why" this course was designed. This is the "What's in it for you." Understanding these goals you will have a solid understanding of how these skills will benefit you on a personal and professional level.
What is the difference between a reaction and a response? In this course, you will learn not give difficult people what they are looking for. Instead, you will learn how to get them to play by your rules.
In this lecture, I stress the idea that not all people same and I provide you, in the added resources, ways to determine different communication styles and traits of an individual's. Often confused with “Personality Styles” I want to stress it’s more about communication styles than personality. Although a vital part of this course, this subject could be a series of courses in itself and in fact is. Entire businesses exist to teach individuals and organizations how to decode an individual's communication style, and they do a much better job than I would. This is why I share several external resources with you as I’m not going to reinvent the wheel here. Understanding how to “deal” with a specific style of person is key, it is also important to know how a specific individual’s communication style may respond to you "dealing" with them. Please take the time to review the links I share in the added resources. Again, I stress, it is important to not just watch something one time...you must practice, drill and rehearse. The more study you put into this section, the more of a master you will become.
In this lecture, we discuss, the often confused, difference between empathy and sympathy. Which is most important when dealing with difficult people and why?
This is a super powerful tactic to build a shield over your personal "Hot Button." You will learn how to protect yourself and not allow people to push your buttons. This allows you to remain in control of the situation. You won't give the difficult person the pleasure of knowing they pushed your button. You remain in control and you have the power.
Redirection is a key component in the martial arts. Instead of absorbing an opponent's punch or kick, we lightly move the energy off to the side allowing the force to pass us by. This lecture talks about how to redirect a persons words so you remain in control.
Would you agree that when we are angry and upset we have occasionally said one thing but it wasn't what we meant to say? In this lecture, we learn how to focus on the meaning behind the words difficult people use.
Do we learn more by talking or listening? In this lecture, we learn the importance of "Active Listening" and how to use this skill to learn what a difficult person really means as opposed to what they may actually be saying.
Would it be reasonable to state that not all people are the same and that each of us communicate differently? We are all different but there are 4 very basic communications styles. Often referred to as personality styles, I'm really most interested in helping you to determine how to best respond to a difficult persons own communication style. The downloadable pdf will give you more resources and will act as a tool for you to refer to.
In this lecture, we discuss one of my most used and powerful techniques in dealing with difficult people. Mastering the art of paraphrasing is "Key" to dealing with difficult people. When used correctly, paraphrasing will almost make you seem magical to others.
The person who is asking the questions is in control of the conversation and in the driver's seat. Asking appropriate questions correctly, you drive the conversation and guide the difficult person from difficult to cooperative.
By far one of the most difficult strategies and one of the most important strategies. Keeping your "Ego" out of the situation isn't easy, but it's vitally important when dealing with difficult people. They win when you "react" to their personal attacks on your ego. In this strategy, you'll learn how to keep your ego away from the situation allowing you to better handle difficult people.
Words don't work with everyone and there is a time to draw the line. In this strategy, you'll learn how to handle yourself to protect yourself. I'm not talking about physical self-defense, but more along the lines of professional self-defense. What to do when you've tried all the other techniques and nothing seemed to work.
Thank you for your time, attention and energy. I believe that by mastering these strategies and tactics, you will be much better prepared to "Deal with Difficult People" as you go about your day. Please share your thoughts and ideas with me and let me know how I can improve this course. My goal is to add to and strengthen the material in this course so you can continue learning and improving to the point where dealing with difficult people almost becomes joyful and easy. It can be fun and super rewarding to tactically bring a super difficult person to the point of collaboration while you let them believe it was 100% their idea to do so. It's fun.
I have over 15 years of active law enforcement experience where I utilized strategies and tactics related to verbally defusing extremely tense and life threatening situations on a regular basis. I also have experience in sales, communications training, customer service, program coordination, substance abuse prevention, graphic design, and video production.
Currently, I coach small businesses owners and help them to become profitable and successful as a Small Business Growth Guide with Biz to Biz Networks, Inc. This is where "Businesses Go To Grow!"
While I was a full time police officer, I was also a professional mascot. I performed as "Chopper the Dragon" for the Major League Soccer Team - The Kansas City Wizards (Now Sporting Kansas City). I also performed the mascot for KBEQ , Young Country Q104 as the "Tail Gator" and as "Lawn Boy" for what used to be known as Sandstone Amphitheater.