CDEV038 - Dealing with Difficult Situations

Course Description

Does it seem that you are dealing with difficult people more often or that people have become more difficult to deal with? We all need better toolkits. Learn to be responsive instead of reactive and support difficult people in moving towards solutions using the 8 “D” formula: Diffuse, Discuss, Divert, Deal, Direct, Distract, Disarm, and Disengage.

Learner Outcomes

Understand and be able to apply the top 10 strategies for the 8 “D” formula for dealing with difficult people:

• Manage the first 8 words in any interaction
• Break the old habit of apologizing
• Personalize interactions to demonstrate empathy
• Be willing to explain “why”
• Set positive boundaries
• Ask instead of tell
• Offer options, choices, and alternatives
• Be aware of trigger words and phrases
• Manage non-verbal communication
• Develop a positive vocabulary