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Course Summary You know them: the Aggressor, the Whiner, the Overagreeable, the Silent Pouter, the Negativist and the Know-it-All. Although their numbers are small their impact can be significant. How can you cope effectively with each one? They can be responsible for attitudes at work deteriorating and negativism growing. They can be responsible for absenteeism, significant loss in productivity and lost clients. They can frustrate and demoralise individuals and teams. In this workshop you will learn how to recognise each behaviour, why these styles persist in their incompatible ways and how to cope effectively with them. Delegates will complete their own Personal Profile and learn how to use their own personality style effectively with difficult people. What you will learn Identify the four major behavioural and communication styles. Identify and manage more effectively seven 'difficult people' styles. Transform negative attitudes into positive ones. Deal with and change negativity at work and home. Foster communication and teamwork. Identify triggers and create coping strategies. Become your own positive influence. All delegates receive a personal profile. Workshop Timetable 9.00am Welcome and Coffee 9.15am Why is effective communication critical? 9.45am The Personal Profile System Identifying your behaviour/communication style Who is DISC personality? 11.00am Break 11.15am Communicating effectively with others 12.30pm Lunch 1.30pm People compatibility 2.00pm Dealing with difficult people - the basic steps Assess the situation Stop wishing the 'difficult person' is different Get distance/formulate a plan and implement Monitor and modify your strategy 2.30pm Who do you know 'Difficult' types - behaviours exhibited and coping strategies Aggressors, Whiners, Complainers, Overagreeables - yes, yes 3.00pm Break 3.15pm 'Difficult types' Silent pouters / Negativists - no, no / Know-It-Alls 4.00pm Become your own positive influence Attitude is everything Be a realistic optimist Handling negativity in the workplace and life 4.30pm Close

Course Summary You know them: the Aggressor, the Whiner, the Overagreeable, the Silent Pouter, the Negativist and the Know-it-All. Although their numbers are small their impact can be significant. How can you cope effectively with each one? They can be responsible for attitudes at work deteriorating and negativism growing. They can be responsible for absenteeism, significant loss in productivity...

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