Influence Communicate With Difficult or Negative People
Creating high performance teams, managing people, delivering excellent service, and building client rapport is greatly influenced by your ability to influence and communicate with emotionally charged people, without taking them personally or becoming worked up.
Being able to look beyond their behaviour and read their ‘Pressure Pattern’ allows you to be more influential and effective when working with situations of confrontation, conflict,complaint, or with challenging, non-compliant behavior or negative people. In this presentation, Michael Licenblat will explain how to read, respond, and relate to emotionally charged, negative, or intimidating people – whilst staying calm, focused, and in control.
At the end of this program, you will be able to:
- Be more influential with challenging, non-compliant or negative people.
- Stay cool and calm and dramatically reduce your feelings of anxiousness, anger and frustration during a confrontation, conflict or clash.
- Not take people’s comments personally and be able to work and communicate well with any type of person by reading their ‘Pressure Patterns’.
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“Michael Licenblat was an outstanding presenter and his format was both informative and interactive so the time went very quickly. I found the session positive and rewarding;the concepts he covered and the breadth of experience he drew on resonated with men and women alike, from my observation, more so because they were real situations drawn from his life. As his training is very soundly based in both his academic and broader professional training his genuine commitment to the concepts he espoused was obvious”
Jane Clarke, Project Management Consultant
City of Port Phillip
“You may be interested to know that we had a nurse meeting today and the nurses said that they are using your training tips in the course of their triage phone calls to great effect. As we know, many people attend training and the learnings disappear after a while and people can slide back to old habits. I think it is a great testimony to the efficacy of your session as it has formed part of their work practices and still does.”
Deidre Rennick, Management Business Development
West Vic Division of General Practice
“I would like to take this opportunity to thank you for your professionalism and excellence in the delivery of the workshops to our consultants on “How to deal with negative and difficult people – without becoming drained”. The feedback from the session has been extremely positive. You provided a ‘toolbox’ for our people on both a personal and professional basis so that they are able to tackle each and every appointment with a clear mind, and you provided practical tips on how to handle a work-life balance. Most interesting was the segment about reading and understanding pressure profiles. This segment has motivated our consultants to think about our internal and external relationships and why they, and the people they work with, react to pressure situations in different ways.”
Gaye Berry, Operational Trainer
Sarina Russo Job Access – Victoria
“Thank you very much for making yourself available to work with us in Bendigo. The feedback from our staff has been extremely positive especially towards your clear and
concise delivery and great communication skills. Much of the course content can be used in our daily interaction with clients giving us more confidence in dealing with difficult situations. I look forward to working with you again.”
Director, DUNGEY CARTER KETTERER PTY LTD
Serving the community since 1993
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