How to Manage Difficult People

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  • Study type: Online
  • Starts: Anytime
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Course Description

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.

Who this course is for:

  • This course is for people who manage or supervise staff, or deal with customers

Course content

7 sections • 19 lectures • 1h 58m total length

Instructor

The Motivation Doctor
  • Expected Outcomes

    1. By the end of this course you will be able to deal with difficult staff, customers, colleagues and your boss. Requirements You will only need a notepad and pen Description 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. Who this course is for: This course is for people who manage or supervise staff, or deal with customers Show more Show less Course content 7 sections • 19 lectures • 1h 58m total length Expand all sections Introduction 1 lecture • 4min Introduction Preview 04:16 It is what you say 3 lectures • 17min There is no such thing as difficult people Preview 05:51 Identifying difficult people Preview 06:00 Changing you or changing them Preview 04:49 If you don't like the program - change it 3 lectures • 23min If you don't like the program - change it Preview 06:15 Using the six programs of behaviour Preview 09:18 Deciding you default program Preview 07:29 Build a better frame of mind 1 lecture • 7min Using the Five Factors of Success Preview 06:41 Prevention is better than cure 5 lectures • 23min Communicate on a human and business level Preview 04:42 Building your likeability factor Preview 04:16 Don't get hooked Preview 03:23 Some words are better than others Preview 04:56 Don't let pet peeves hook you Preview 06:01 Choose to be assertive 3 lectures • 19min Choose to be assertive Preview 06:43 Exercising your rights Preview 02:58 Assertiveness techniques Preview 08:52 Strategies for success 3 lectures • 26min What customers really want Preview 06:51 Deal with their feelings then deal with their problem Preview 07:20 Managing difficult staff Preview 11:51 Instructor Alan Fairweather The Motivation Doctor 4.4 Instructor Rating 38 Reviews 174 Students 1 Course 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! 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