Download a Course Outline 
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Handling Difficult People & Situations Training Course
Even with strong interpersonal communication skills, conflict can, and will, happen.
Be prepared for it with this Handling Difficult People course from pdtraining. This course teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.
This course is available now in Brisbane, Sydney, Melbourne, Adelaide, Canberra and Perth.
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OUTCOMES
By the end of this course, participants will:
- Understand the personality profiles of difficult people
- Learn to recognise the different types of difficult people in ones life
- Develop a greater awareness of a difficult person's personal perspectives
- Consider ones own beliefs & values
- Learn to recognise ways difficult people contribute to situations
- Understand the Degrees of Difficulty
- Learn about 'First Response' and how to move past it to be more constructive
- Consider 'Go', and 'No Go' options
- Develop plans to deal with difficult people
- Master the right words to use
- Master the LEAD model for a better outcome
- Understand the use of AI (Appreciative Inquiry)
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Course Length:
Certificates:
Certificates of Completion are issued to each participant
Also available for In-House courses:
Post-course assessment for validation of learning.
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Why our clients choose us:
- Receive practical tools to take away with you.
- Be involved all day. There are about 20 activities each day (10 lessons with 1-3 activities per lesson).
- Realistic and relevant. We take the time to learn about you, then tailor the training to your needs.
Looking for death by Powerpoint? You will need to call another training company!
New course just added:
Find out how our new course can benefit you! Talk to one of our friendly consultants now on
Ph: 1300 121 400.
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OUTLINE
Handling Difficult People and Situations Training Course Outline
Download a Course Outline
Foreword:
Even with strong interpersonal communication skills, conflict can, and will, happen.
Be prepared for it with this Handling Difficult People course from pdtraining. This courses teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.
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Handling Difficult People and Situations - Lesson 1
The Difficult People in Your Life
- The Difficult Person in Your Life
- Personality Profiles of Difficult People
- Part Summary
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Handling Difficult People and Situations - Lesson 2
How You See and Hear Difficult People
- How I Contribute to the Problem
- Beliefs
- Values
- Preferences/World View
- Part Summary
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Handling Difficult People and Situations - Lesson 3
The Power of a Difficult Person
- Degrees of Difficulty
- Favourite Difficult Person
- First Response
- Getting Past the First Response
- Go, No Go
- Part Summary
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Handling Difficult People and Situations - Lesson 4
Making a Plan and Finding the Words
- Planning to Deal with Difficult People
- Strategies for Dealing with Different Types
- Part Summary
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Handling Difficult People and Situations - Lesson 5
Leading a Difficult Person to a Better Outcome
- The LEAD Model
- Listen
- Explore
- Attend
- Deliver a Solution
- Being the Difficult Person
- Appreciative Inquiry
- Part Summary
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Handling Difficult People and Situations - Lesson 6
Review and Application
- Review and discuss lessons learnt
- Plan applying techniques in different situations and with different people
- Consider differences between dealing with customers and internal team members
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Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
| IN-HOUSE TRAINING |
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'your place or ours'
In-House training benefits:
- tailored to your needs and goals
- cost effective - from $140 per person (full day)
- you choose the day, place and time
- greatest impact in the shortest time
- tailoring ensures practical tools directly applicable to your workplace
- great team building opportunity
- more convenient, people don't need to go off-site
You'll be surprised at the price - check now! |
Ph: 1300 121 400
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Tailored Delivery - standard
We will always tailor the delivery of your In-House Training course to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard, and included in the price.
Your delivery options
We offer a range of different class types to suit your operational needs.
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The "1-hour Motivator" training sessions
These 60-90 minute sessions are highly motivating and thought provoking - ideal for those people who need to fit training in around a busy work schedule - great as an early morning kick-start or lunch time boost! Read more...
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The "3-hour Power" sessions
3-hour power sessions – are a great solution when you have very specific outcomes you are targeting, or scheduling the team to be off the job for a whole day is proving to be a challenge Read more...
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Full-day short courses
1-2 day short courses delivered with a unique focus on 80% activities 20% content – just the way learning should be!
Read more...
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Conferences and workshops
Do you want your conference to be memorable, fun, interactive and have a real highlight? pdtraining's dynamic trainers can add that flair, excitement and much much more!
Read more...
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1. We really listen
We take the time to understand your needs and goals
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2. Flexible delivery
We always tailor the course to suit your needs
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3. The best trainers
We only provide the best trainers and the best courseware
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Most importantly the participants 'love' pdtraining courses because our courses are:
- Practical - 20% theory:80% practical - everyone will be constantly involved and engaged.
- Very interactive - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
We believe you learn more when you're having fun!
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Q: Who else uses Professional Development Training?
A: Take a look at some of our recent clients
Q: Are they Happy?
A: This is what they say about us testimonials
 Questions?
Email:
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or
Phone: 1300 121 400
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The top 5 reasons participants 'love' pdtraining
- 20% theory:80% practical - everyone will be constantly involved and engaged.
- Lots of collaboration - our trainers facilitate people sharing and learning from each other's experience
- Applicable on the job - we are all about skills and techniques you can actually use!
- Fun - we help people enjoy learning because courses should be fun! Also people are more likely to implement what they learn if they enjoyed the learning experience.
- Delivered by a fantastic trainer - we only use the best, engaging expert trainers
Yes! this is the right choice for me! 
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Don't take our word for it: testimonials
Cost:
$495 inc gst per person
Length
1 - day high-energy class
Your class will be held at:
Sydney
Level 1
111 Harrington Street
Sydney
NSW 2000
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Melbourne
123 Queen Street
Melbourne
VIC 3000
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Brisbane
Unit 11
121 Newmarket Road
Windsor Brisbane
QLD 4030
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Adelaide
International Visualisation Centre
19 Young Street
Adelaide
SA 5000
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Perth
Perron House
61 Kitchener Avenue
Victoria Park Perth
WA 6000
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Canberra
Manuka Oval
Manuka Circle
Canberra
ACT 2603
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 Times
Public classes start at 9.00am and finish around 4.30pm.
Class Size
Public classes will be a small relaxed group of between 4 and 12 people.
The small group helps ensure that everyone will gets a chance to ask questions and learn at their own pace.
What is provided?
All participants will be provided with morning tea, afternoon tea, printed bound courseware to keep and a Certificate of Completion. Public training courses in Brisbane now include: lunch, a games room, unlimited espresso coffee and WiFi.
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Handling Difficult People and Situations Training Courses are delivered by pdtraining's Handling Difficult People and Situations training specialists in Brisbane, Sydney, Canberra, Melbourne, Adelaide, Perth and Australia wide.
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