‘Difficult people’ is a term synonymous with ‘problem people’, and difficult people are often problematic. They could be your colleagues, friends, clients, customers or even yourself. While most people do not deliberately set out to be difficult or problematic, sometimes, they are unable to control their emotions or inner self. Learning the skills to deal with these people will certainly make working more effective, pleasurable and satisfying for you, decreasing your stress level and the stress level of the people around you for we sometimes “dump” our emotions on others, creating a vicious circle.

During the workshop, you will also learn about yourself and your possible role in complicating these situations. More importantly you will learn the art of managing such people while learning how not to allow other people’s emotions or unreasonable behaviour to affect you.

Understanding Behaviour and Its Effect

• Behaviours and Why Some People are ‘Difficult’
• Example of ‘Difficult’ or ‘Problem’ People
• Are You Part of the Problem?

How to Cope with Difficult People and Situations

• Accentuate, Eliminate, Neutralise Strategies
• Use Feedback with Very Difficult People
• Understand Non-verbal Signals
• How to Respond
• Examples of Difficult People and Situations
  – Hidden Sarcasm
  – Condescending or Rude
  – Silent Judges – Unresponsive Behaviour
  – Information Keepers
  – Idlers
  – Perfectionists
  – Idea-Destroyers
  – Know-It-All

Ms Weelan Ho is the Principal and Director of PGA Consulting Limited (HK) and the Director of Ascent Global Service Pty Limited (Australia). She has significant experience in helping companies create value and improve bottom-line results through Strategy Development, Operations & Sales Improvement, Service Excellence and Organization Cultural Change Programs etc., just to name a few. The clients she has worked with are multinationals, public listed companies, family-owned enterprises and SME across Asia Pacific in multiple industries as well as with the public sector.