Goals

Identify the different types of difficult people and their behaviors.

Develop strategies to remain calm and composed in challenging situations.

Enhance communication skills to resolve conflicts effectively

Strengthen emotional intelligence for better empathy and understanding.

Learn to set healthy boundaries and manage expectations

Build resilience to handle stress and prevent burnout in tough interactions.

Identifying Types of Difficult People

o Recognize common difficult behaviors (e.

g.

, passive-aggressive, manipulative).

o Understand the motivations behind difficult actions.

o Distinguish between difficult people and challenging situations.

o Assess your own triggers and reactions to difficult behavior.

Remaining Calm and Composed

o Practice deep breathing and mindfulness techniques.

o Maintain emotional distance from provocative behavior.

o Focus on solutions, not emotional reactions.

o Use body language to project calmness and control.

Effective Communication Techniques

o Use active listening to understand the other person's point of view.

o Ask clarifying questions to reduce misunderstandings.

o Stay assertive, not aggressive, in expressing your views.

o Use "I" statements to avoid sounding accusatory.

Building Emotional Intelligence

o Develop empathy by understanding the feelings of others.

o Recognize and regulate your own emotions.

o Practice perspective-taking to reduce conflict.

o Cultivate patience to avoid rash decisions or reactions.

Setting Boundaries and Managing Expectations

o Clearly define your personal limits and communicate them effectively.

o Learn to say "no" without guilt or apology.

o Set realistic expectations to avoid disappointments.

o Respect others' boundaries while maintaining your own.

Building Resilience and Preventing Burnout

o Practice self-care to manage stress effectively.

o Develop coping strategies for dealing with negative interactions.

o Focus on the bigger picture and avoid getting caught in trivial conflicts.

o Seek support from trusted colleagues or mentors when needed.

Certificate

Upon full attendance of this training course, participants will receive an accredited certificate issued by Al Manhal Institute, which is licensed by the Abu Dhabi Center for Technical and Vocational Education and Training. This certificate is regionally recognized, providing holders with a competitive advantage both within their organizations and when seeking new career opportunities.

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Strategies for Dealing with Difficult People

Goals

Contents

Identifying Types of Difficult People

Remaining Calm and Composed

Effective Communication Techniques

Building Emotional Intelligence

Setting Boundaries and Managing Expectations

Building Resilience and Preventing Burnout

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Identifying Types of Difficult People

Remaining Calm and Composed

Effective Communication Techniques

Building Emotional Intelligence

Setting Boundaries and Managing Expectations

Building Resilience and Preventing Burnout