All of us have relationships with people that might be called “difficult”.   In fact, at times, we ARE those difficult people.  These folks tend to make our days more of a challenge than we really want to face.  They show up in our lives through work, home, church, and the community.  The bad news is – these difficult people are not going anywhere.  The good news is – you can stop most of the problems, get help from them and make a friend right in front of you.

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Difficult people and their behavior can be described along a scale from “whining” to “growling”.  Whiners put everything on stop/wait by complaining, being negative, claming up, or stalling.  They enjoy “having” a problem more than “solving” it.  Growlers on the other hand exhibit abrasive, pushy, impatient behaviors.  They move so fast they alienate their co-workers.

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The beginning point for dealing with difficult people is to realize that if they are “acting up” in front of you --- YOU are likely the cause of the problem.  There are two key steps to dealing with difficult people and their inappropriate behavior:  1) recognize the type of difficult behavior you are dealing with, and 2) develop and apply the skills of pinpointing, active listening, and assertion.

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This presentation will introduce you to Bulldozers, Know-it-alls, Exploders, Sherman Tanks, Wet Blankets, Super Agreeables, Snipers, Clams, and Indecisives and help you learn to identify these types of behaviors.  You will learn the proper body stance and position to defuse unpleasant situations.  In addition, you will learn the 2 Magic Questions for turning situations of conflict into productive efforts.