Learn skills and techniques that you will use to manage the challenge of difficult staff, cranky customers, uncooperative colleagues, and a demanding boss.
Develop an Understanding of Your Own and Other People's Behaviour Programs, Enabling You to Handle Difficult Interactions.
Learn how people behave as they do, and how to influence that behaviour
Build positive relationships that will minimise difficult situations
Find out how to reduce stress
Spend less time solving problems, and more time achieving business results
New skills that will help you achieve the best possible outcome for you and the people you interact with.
Learning various skills and techniques will allow you to choose behaviour that suits your personality. You will find explanations about how each of us reacts when we have to deal with a difficult member of staff, a customer, or a member of your family.
You will be able to use these skills to make your life easier, get the job done and get more out of your life.
Developing the skill to manage different types of people and situations, will have a positive influence on your career in business, management and sales.
Content and Overview
Suitable for new and experienced managers and anyone who deals with customers. This includes internal customers and will enable you to build team spirit. Sixteen lectures include many practical examples and easy to understand theory. There are downloadable notes and PowerPoint slides to support the lectures.
You will start by learning how human interactions go wrong and how to avoid it. We will consider what we mean by difficult behaviour and how you can change other people by changing yourself.
Identifying the six programs of behaviour will enable you to better understand yourself and other people. You can then use that understanding to make changes to your own behaviour and influence the people you interact with.
Studying the Five Factors of Success will enable you to build your own confidence, your self-belief and your communication skills.
Prevention is always better than cure and you will learn how to communicate on two levels. Although you may be a likeable person, you will learn how to develop that talent and become even more likeable.
Other people may try to draw you into unproductive interactions, you will learn how to avoid that and minimise your stress.
There are words you need to avoid when managing a difficult person and these will be explained and substituted for others. You will also explore what it is about other people that annoy you and why they see things differently.
It is important to be assertive in any difficult interaction, and you will learn techniques to manage this. This will not infringe the rights of others and will contribute to positive relationships.
You will then come on to learn specific techniques to deal with a difficult client or a member of staff. Techniques to defuse emotions and remain rational in a pressure situation.
Overall you will learn how to convince someone of your willingness to resolve their problem and satisfy their needs.
As someone who has worked in management and customer service for twenty-five years, I designed this course to give you practical skills that you can use on a day to day basis.
In this lecture we will consider what we mean by difficult people. What is it they say or do to us and why do we think that they are being difficult? You will be asked to do a bit of "soul searching". Do we all have the same difficult people, or do we feel differently. You will learn what causes people to be difficult. And you will discover how you can change yourself and change them.
We all have different difficult people, and what is difficult for you, may not be for someone else. We will then identify what we mean by difficult people and examine reasons why they might be that way
You are not going to be able to change them until you change your own behaviour. You need to take charge of your behaviour, be more confident, improve your listening skills, understand the impact of tone of voice and body language, become more assertive and more likeable.
We all use different programs of behaviour and this lecture will give a better understanding of how each of us behaves.
By deciding which program of behaviour you want to communicate from, you will be able to change the other persons program of behaviour
You need to take charge of your thinking, do not allow any other person to control your mind. Have belief in yourself; think about your successes in life. Look after yourself both physically and psychologically.Build rapport with other people; become interested in them. Have the courage to act; feel the fear but do it anyway.
When you manage other people, be they a member of staff or a customer, it is important to communicate on a human and a business level. That allows you deal with their feelings and deal with their problem. Dealing with feelings using your thinking program, will minimise difficulty and allow you to deal with their problem quickly and easily.
By building your likeability factor, you will minimise the number of situations when you have to manage a difficult person.
Difficult people may say or do things that potentially hook you. If you take the bait, then the other person effectively controls your behaviour. It is important to stay in your thinking program and not get hooked.
Some words are better than others when dealing with people. Using the wrong words could only make a difficult person more difficult. Many of the words used are either controlling or adaptive; far better to use words from your thinking program.
There are many things about other people that may be pet peeves or pet hates for you. Often simple things that can get in the way of good communication. People may do or say things that annoy or irritate you and that can hook you. We all see the world in a different way, and being aware of this can prevent difficult situations escalating.
It is natural to be non assertive or aggressive. Assertiveness is learned behaviour, it is part of your thinking program and it will help you to manage difficult people.
When being assertive and managing difficult people, it is important to remember that you have rights.
This lecture will detail these rights and include exercises to develop your understanding.
Assertiveness is a very positive response in any interaction. It makes it clear to the other person what you're unhappy about and allows you to calmly state your case. It in no way affects their human rights. This lecture gives examples of various techniques you can use to manage a difficult person
Internal and external customers expect your product or service to meet their needs. Over and above that, they expect their human needs to be met. This lecture will show you how.
Techniques to manage difficult people be the customers or staff. You need to deal with their emotions before you deal with the problem. This will dilute the emotions and meet the other person's needs
This lecture will show how coaching will be more effective than managing staff. Ignoring behaviour you're unhappy with or reprimanding is not effective. Coaching will identify the behaviour your unhappy with and reach agreement with the staff member on how to resolve it.
Alan is an International Speaker and successful Author.
For the past 22 years, he has been running his business, developing the skills and talents of Business Owners, Managers, Sales and Customer Service staff, and turning them into consistent top performers.
He delivers keynote speeches, and runs seminars and workshops throughout the UK, US, Europe, Middle East, Singapore, Indonesia, Vietnam and the Philippines.
Industries include: Banks, Retail Stores, Hotels, Real Estate, Telecommunications, Insurance, Call Centres, Beer Wine and Soft Drinks, Electrical Appliances, Semiconductors, Pharmaceuticals and Engineering.
He works with businesses large and small including organisations such as Santander Bank, British Telecom, Sky TV, Tyco Healthcare, Deutsche Bank, Solvay Asia Pacific, Siemens, and many more.
Alan originally trained as mechanical engineer before a career, in Sales and Management.
He worked in industries from Industrial Supplies, Welding Equipment, Adhesives, Electrical Products, and the Drinks Industry.
Alan did the job of a Manager. He knows the real challenges business owners and managers face every day, motivating their staff and generating more sales.
He is the author of three books:
'How to be a Motivational Manager'
'How to Manage Difficult People'
'How to Make Sales When You Don't Like Selling'
Alan's seminars and workshops are based around: Leadership, Motivation, Sales, Customer Service, and Managing Difficult People.
They are designed to meet the needs of the client's business and the needs of the participants.
The emphasis on any seminar or workshop is to develop the skills of the participants, leading to more customers, more sales and a more successful business!