Service & Team Talks

The topic of dealing with ‘difficult people’ is a big one.
Dealing with external Customers involves a different set of coping skills & techniques than dealing with difficult people at work or in your personal life.
That’s because external Customers have a commercial relationship with your brand and that comes with certain obligations and expectations on your part.
But colleagues, bosses, subordinates have a non-commercial relationship with you.
The key in these relationships is to protect yourself from unnecessary stress and at the same time hold on to your values, principles & productivity.

Part One: How successful people deal with difficult Customer interactions

• Using transactional analysis as way to understand how people behave
• The right & wrong ways to use empathy in a commercial relationship (external Customer)
• How to Say No (when you must) using UNER(R)

Part Two: How successful people deal with difficult people at work

• Why it’s important to learn how to deal with difficult people at work
• Definition: The 3 kinds of difficult people at work
• Common errors in dealing with difficult people at work
• Coping mechanisms that keep you in control

The topic of developing your personal effectiveness is a big one.

But that’s ok because in our experience people rarely talk about personal effectiveness much less invest time and effort to develop it.

So, in this very focused session we will help people look at behaviours that could hold them back.  And then progress into thoughts, words and actions that develop personal effectiveness.

This can be a controversial topic for people.  It can be hard to let go of old thoughts and ideas.

But with reflection and change comes growth.

Part One:  What holds people back

• Let’s diagnose your level of personal effectiveness
• What is personal effectiveness and why does it matter?
• The consequences of what you think, say and do

Part Two:  Steps on the path to personal effectiveness

• Taking responsibility for your life & career
• Throw away these common myths about work

7 skills to cultivate that increase personal effectiveness

The reason we don’t embrace change easily is because we are wired to prefer consistency and control.

Whether it’s a new boss, or a change in job scope – change comes faster today than at almost any previous time.  But our wiring remains almost the same as it was thousands of years ago.

So ‘handling’ change means understanding our wiring – recognizing why we feel the way we do – and then working our way through the stages of change.

Of course – catastrophizing doesn’t help – so we also look at the Elevator approach to deal with fear and anxiety.

Our suggested content for the 1-hour workshop

Part One:  It’s about lack of certainty

• What it means to feel in control
• The role of fear & anxiety
• The Elevator approach to managing fear & anxiety

Part Two:  Handling change in a better way

• 5 things you can do to handle change
• We’re human – the logical stages of change

“Everything will be alright in the end. So, if it is not alright, it is not yet the end.”