Whether they are coworkers, staff members, customers, managers, even friends, your group needs the skills to deal with these people. 

This program will give them those skills. They will learn to understand people better, which in itself will diffuse some of the problems. They’ll learn to quickly identify the type of person they’re dealing with and the course of action to thwart their negative behavior and replace it with an alternative aimed at bringing out the best in them. They will learn to give and receive feedback, use “I” and “You” language appropriately, and choose the best degree of action between confrontation and avoidance.

Your group will leave with ideas for working with all kinds of people. They will be able to cope with situations more easily and quickly, handle customers more professionally, and achieve more positive, productive results.

Possible Topics

• Handling anger, conflicts, and upset or angry people

• Understanding and dealing with the games people play to manipulate others

• Recognizing the difference between passive, assertive and aggressive behavior and knowing when to use which

• Identifying which behavior style others use

• Dealing with anger—theirs and yours

• Saying “No” without feeling guilty

• Giving and receiving criticism, and dealing with unfair or unwarranted criticism

• Using nonverbal communication (body language) to establish rapport and build trust

• Recognizing people types on the phone and dealing with them appropriately

• Listening more effectively to the words and the music

• Understanding how your own friendliness may contribute to difficult situations

• Dealing specifically with snipers, whiners, connivers, backstabbers, pushers and procrastinators