Introduction and course objectives

For over 20 years our trainers at Total Success Training have taught thousands of our delegates to become more effective by teaching them practical tips and techniques that can be used immediately.

By the end of this course you will feel both competent and confident in your dealing with difficult people. It will allow you to:

• understand the differences between assertiveness, passiveness and aggression
• recognise and use the key techniques in handling difficult people
• understand the causes that produce difficult behaviour in people
• increase your confidence and self-esteem
• reduce stress associated with difficult people
• examine the benefits of assertiveness techniques and determine which are the most effective for you
• how to prepare for assertive confrontations
• negotiate more effectively to overcome deadlock and resistance
• deal with very difficult behaviours

 
After completion of this course you will:

• develop confidence and reduce the fear or panic when dealing with difficult people and situations
• learn to use several new techniques
• learn tips for assertive delivery

You are allowed to complete the course within 30 days of booking. During this time you can take as many attempts as you like. Please note, after 30 days your booking will expire and you will have to repurchase the training course.
This online course or any portion thereof may be copied, reproduced or used in any manner. Permission granted to reproduce for personal, educational or commercial use.
 

Chapter 1 - What are problem people?

What are Problem People? 

"Anyone can become angry-THAT IS EASY. But to be angry with the right person, to the right degree, at the right time, for the right purpose, and in the right way-THAT IS NOT EASY" Aristotle 

In this chapter you will learn typical examples of problem people. Let’s examine these in more detail.  

Chapter 2 - What is a difficult person? Strategies for handling them

What is a Difficult Person?

Everybody is somebody’s difficult person. 

Difficult people make the easy, difficult; the difficult, impossible and life in general miserable. Learning to deal effectively with difficult people can ease stress in your life, allow you to be more productive at work and at home, and teach you how not to be a difficult person in your own right. In this chapter you will learn about the difficult people.  

Chapter 3 - The Theory of Assertiveness

This chapter allows you to assess the internal dialogue that controls our thoughts, feelings and possible actions and also our external dialogue (what we say to others and the messages we give out through our body language). It gives you the opportunity to examine the benefits of assertiveness techniques and determine which are the most effective for you.

What you will learn is;

• The theory of assertivenss
• Quiz - How assertive are you and your vocal behaviours
• When is the right time to be assertive
• How to become more assertive
• The stages of assertiveness