Agenda

Understand The Difficult People In Your Life Learn how they think, what they fear, why they do what they do. Understanding these things makes dealing with difficult people less frustrating.

• "Mapping" difficult people to gain insight into what makes them tick
• The most common mistake well-intentioned people make that actually worsens conflicts
• What a team can do with a person who isn't a team player
• The single best response to sarcasm
• 3 ways to get people to keep their word
• How to deal with a person who practices one-upmanship
• When to go to a third party for help in dealing with a problem person

Know How To Communicate With Difficult People At this seminar, you'll concentrate on here's-how-you-do-it techniques. You'll leave knowing how to use these techniques in specific situations when dealing with difficult people in the workplace.

• What to do when someone — even a boss — starts yelling
• What to do when someone takes credit for your idea
• How to determine if a difficult relationship is worth salvaging, and what to do if it isn't
• The best way to get someone to stop holding a grudge
• Handling the person who says one thing to you but the opposite to someone else
• When and how to go over someone's head to a superior
• Dealing with touchy people who take things personally
• How to get your boss to quit procrastinating and make a decision

Be Less Of A Target For Difficult People Look at the difficult people in your life. Chances are, at least one person manages to get along with them. You can, too. Learn to derail problem people and teach them to treat you with respect.

• How to cope with excuse-makers and blamers
• What to do immediately when someone threatens you
• 3 tactics that prevent you from being manipulated by others
• Hot buttons: how to keep people from pushing yours
• "The boss's favorite": how to cope with the person who's perfect in the boss's eyes — but doesn't really do a fair share of the work

Bring Out The Best In Even The Most Difficult People Let's face it, nobody's difficult all the time (and everybody is some of the time). Your new skills will help you reinforce positive behavior in even the most difficult people — at work and at home.

• How to handle a coworker who is too competitive
• How to handle someone who wants to get "too personal"
• What to do when people make promises you suspect they won't keep
• How to give an aggressive person an alternative to direct conflict
• The special body positions to use in dealing with specific kinds of difficult people (your body language can be even more powerful than what you say)
• Special for managers: how to deal with employees who don't keep commitments...have a negative attitude...or are closed-minded