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The Psychology Behind Dealing with Difficult People
"You've always got to work with the best if you can, and of course, the best are the best because they are different. They expect certain standards and they are usually exceedingly difficult people to work with." Malcolm McDowell
Do you dread going to work or having to work together on an important project with some colleagues who drive up the wall? Are you surrounded by vicious backstabbers, sneaky idea stealers, lazy whiners, nitpicky control freaks and people who simply have nothing nice to say about you? If you are facing these situations, then this workshop is for you.
Without command solid coping mechanisms, the stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and a reluctance to come to work.
In this result-oriented workshop, you will learn to use the power of influence and other powerful strategies to deal professionally with difficult colleagues, co-workers, bosses, and customers. You will be taught to defang ‘poisonous’ people that you meet who are always figuring out ways to bring you down. This workshop will also show you strategies to defuse explosive situations, handle as well as head confrontations and conversations. With the right attitude and skills, you will learn to encourage positive, mental change and learn to work professionally with difficult people.
Do you dread going to work or having to work together on an important project with some colleagues who drive up the wall? Are you surrounded by vicious backstabbers, sneaky idea stealers, lazy whiners, nitpicky control freaks and people who simply have nothing nice to say about you? If you are facing these situations, then this workshop is for you.
Without command solid coping mechanisms, the stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and a reluctance to come to work.
In this result-oriented workshop, you will learn to use the power of influence and other powerful strategies to deal professionally with difficult colleagues, co-workers, bosses, and customers. You will be taught to defang ‘poisonous’ people that you meet who are always figuring out ways to bring you down. This workshop will also show you strategies to defuse explosive situations, handle as well as head confrontations and conversations. With the right attitude and skills, you will learn to encourage positive, mental change and learn to work professionally with difficult people.
Objective
By the end of the workshop you will be able to:
- Recognize and Manage with Narcissistic behaviours
- Understand your trigger points and ways to manage them
- Evaluate your preferred responses to conflict
- Recognise how to be in the solution space and not the problem space
- Demonstrate ways to think with emotional maturity
Outline
MODULE ONE: Successfully Work with the Office Narcissist
1.1 Defining Narcissism
1.2 Spotting Narcissism in the Office
1.3 Four Main Types of Narcissism
1.4 Sub-Types of Narcissism
1.5 Strategies to Manage a Narcissist
MODULE TWO: Communicating with an Arrogant, Oversized Egoistical Co-Worker
2.1 Managing a difficult conversation
2.2 Threat Stimulus (SCARF Model)
2.3 The Inner Ego Conflict
2.4 Staying on the Right Latitude
2.5 Pull Influence
2.5.1 Using The Third Story
MODULE THREE: Conflict Handling Preferences
3.1 Change the Way You Think; Change the Way You Act
3.2 Amygdala Hijacks
3.3 Plutchik’s Wheel of Emotions
3.4 Thomas Kilmann's Conflict Handling Preferences
3.5 Reframing with NLP Presuppositions
3.6 Assertive Communication
MODULE FOUR: Detecting Ulterior Motives and Lies
4.1 High Context vs Low Context Communication
4.2 Micro Facial Expressions
4.3 Detecting Deception
1.1 Defining Narcissism
1.2 Spotting Narcissism in the Office
1.3 Four Main Types of Narcissism
1.4 Sub-Types of Narcissism
1.5 Strategies to Manage a Narcissist
MODULE TWO: Communicating with an Arrogant, Oversized Egoistical Co-Worker
2.1 Managing a difficult conversation
2.2 Threat Stimulus (SCARF Model)
2.3 The Inner Ego Conflict
2.4 Staying on the Right Latitude
2.5 Pull Influence
2.5.1 Using The Third Story
MODULE THREE: Conflict Handling Preferences
3.1 Change the Way You Think; Change the Way You Act
3.2 Amygdala Hijacks
3.3 Plutchik’s Wheel of Emotions
3.4 Thomas Kilmann's Conflict Handling Preferences
3.5 Reframing with NLP Presuppositions
3.6 Assertive Communication
MODULE FOUR: Detecting Ulterior Motives and Lies
4.1 High Context vs Low Context Communication
4.2 Micro Facial Expressions
4.3 Detecting Deception
Who should attend
This workshop is targeted for anyone who must deal with challenging behaviors at work.
Methodology
Presentation and discussion
Case studies
Role plays
Individual exercises
Group activities
Videos
Case studies
Role plays
Individual exercises
Group activities
Videos
Testimonials
The workshop offered an excellent opportunity for me to explore the Id, Ego and Superego thought conflict processes in a person and practice a number of techniques in managing it.
Ethan Lim, SPF
Practise saying 'no' and meaning 'no' more often, and how to do this without feeling guilty and/or repeatedly apologising, is the best take-away for me.
Josephina Wong, Marina Bay Sands
I learnt how to stop catastrophizing when dealing with a bully. The SCARF model guided me ways to understand the importance of psychological safety and this coupled with reframing positive thinking presuppositions, helped me to cope tremendously.
Simon Tay, Supreme Court
Ethan Lim, SPF
Practise saying 'no' and meaning 'no' more often, and how to do this without feeling guilty and/or repeatedly apologising, is the best take-away for me.
Josephina Wong, Marina Bay Sands
I learnt how to stop catastrophizing when dealing with a bully. The SCARF model guided me ways to understand the importance of psychological safety and this coupled with reframing positive thinking presuppositions, helped me to cope tremendously.
Simon Tay, Supreme Court
Profile of Mdm Sandra Daniel
TRAINER’s BIO: Sandra Daniel, ICF, PCC Coach, Certified ICAgile Coach, Certified Applied Neuroscience Coach, EQ Six Seconds Certified Coach
Sandra Daniel is the Senior Managing Partner with a Consulting company. Over the last three decades, she has been transforming leadership and workplaces to be more adaptable, relevant, and nimble through coaching, mentoring, consulting, facilitative training, and course development. She is a highly interactive and engaging international trainer and speaker specializing in topics related to influential leadership, coaching and mentoring, emotional intelligence, and communication. She has trained clients from diverse organisations and industries namely, government services, banking, manufacturing, education, insurance, and hospitality
Qualifications and Certifications:
- Master of Science in Training and Human Resource Management
- Bachelor of Arts in English and Business
- Graduate Diploma in Communication and Innovation
- Diploma in Training and Development
- ACTA Certified Trainer
- International Coach Federation (ICF), Certified ACC, PCC
- ICAgile Certified Professional Coach
- Certified ICAgile-Leading with Agility
- Certified ICAgile-Agility in Enterprise
- Certified Behavioural and Career Coach
- Certified Six Seconds EQ Coach, Practitioner, Facilitator, Assessor and Brain Profiler
- Certified Applied Neuroscience Coach
- Executive Certificate in Design Thinking
- Certified Agile Leader (Teams and Organizations) SCRUM ALLIANCE
- Certified Stress Management Consultant
- Certified Critical Thinking and Research Analyst
- Certified Advanced Behavioural Analyst and DISC Accredited Administrator
- Certified in Evaluating Truthfulness and Credibility
- Enneagram Spectrum Practitioner and Coach
- Certified SCRUM Master
- Lean Six Sigma Black Belt
- Certified Facilitator in Design Leadership and Design Thinking
- LEGO® SERIOUS PLAY® Certified Facilitator
