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Full Day | Max. 25 Participants
Workshop Outcomes
- Understand what makes you behave like you do
- Know the judgements you and others make and how they affect interaction
- Able to handle tricky situations and reduce your stress
- Able to understand other people's behaviours
- Know when the situation is beyond resolution and what to do
- Learn the art of turning tense situations around
- How to take the 'driver's seat' when dealing with difficult people
- Enjoy work more as techniques learned will make your job easier
- Increase your productivity and promotion prospects
Topics Covered
- What makes people tick
- Behaviour triggers
- What pushes peoples' buttons
- Avoiding situations
- How to speak to difficult people
- Mastering the art of asking questions
- Moving to resolution
- Handling conflict constructively
- Tools to use to defuse situations
Location
- Willing to work remote
- Willing to work interstate
How can this workshop be delivered?
- Face to face
Overview
Workplaces nearly always have difficult people and difficult clients or customers. This workshop will help you understand human behaviour, what people do, and why they behave the way they do.
Have you ever faced tricky situations like these?
• An angry customer/client/colleague who seems about to explode
• A customer who won't admit they're wrong
• You've made a big mistake and are afraid of the consequences
• Witnessed a colleague acting dishonestly but you don't know what to do about it
• Covered up for someone else's mistakes, lateness, incompetence etc.
• Caught between two people, with different opinions, both asking for your support
David will teach you the tools to understand alternate points of view, and how to respond so you have a win-win scenario or an agreement on how to proceed.
Workshop Outcomes
- Understand what makes you behave like you do
- Know the judgements you and others make and how they affect interaction
- Able to handle tricky situations and reduce your stress
- Able to understand other people's behaviours
- Know when the situation is beyond resolution and what to do
- Learn the art of turning tense situations around
- How to take the 'driver's seat' when dealing with difficult people
- Enjoy work more as techniques learned will make your job easier
- Increase your productivity and promotion prospects
Topics Covered
- What makes people tick
- Behaviour triggers
- What pushes peoples' buttons
- Avoiding situations
- How to speak to difficult people
- Mastering the art of asking questions
- Moving to resolution
- Handling conflict constructively
- Tools to use to defuse situations
Who is this workshop for
This program is for anyone who needs to deal with difficult clients or colleagues or face situations that are out of the ordinary.
It's for people who need specific skills to make these interactions easier and less stressful, such as staff, supervisors and managers.
There are no role plays and no one is "put on the spot".
"Practical, practical, practical. I can put these ideas into action right away." - Lisa - Personal Assistant
"A thought-provoking array of ideas to utilise and expand in the workplace and life generally." - John - Senior Airworthiness Inspector
Handouts/materials provided
Manual provided
This program can also be delivered as a half day.
What to bring
Something to write with and a sense of humour
Facilitator
About the facilitator
The first thing you notice about David is that he is not tall. This has worked to his advantage as he had to work harder to make himself ‘look tall’ in the eyes of others, in the way he speaks and in his executive presence. For over 35 years, he has been helping people at all levels walk tall whenever they speak, lead or participate in a meeting or interact with colleagues. Presence isn’t just about how you communicate with your voice, it’s also about when to keep quiet, and how to exude confidence and inspire others.
With 35 years of training, coaching and facilitating, you get experience, knowledge, and wisdom. That means you and your people are safe in his hands.
You know you’ve found your ideal career niche when you enjoy doing the things most people avoid, such as ‘public speaking’ and immersing yourself in ‘detailed meeting procedures’.
David’s training methods are based on real-life experience. He learnt through experience the best techniques to become more confident by constantly developing high level communication skills.
David is regularly hired as a facilitator and as an Independent Chair for difficult meetings. The skills required to command the room in these situations require all of David’s skillsets. He has written books on meeting procedures and presentation skills. When it’s imperative you get a positive outcome for your presentation, ideation, or meetings, you can rely on David’s vast knowledge and 35+ years of experience to help you achieve these goals.
David has formal qualifications in education, technology, governance, law and mediation.
With David, you'll learn, you'll laugh, you'll learn some more!
Key Expertise
- Public Speaking
- Advanced Presentation Skills
- Executive Presence
- Work Presentations
- Speaking Coach
- Governance and Facilitation
- Chairing a Meeting
- Independent Chair
- Effective Meetings
Industry Focus
- Mining
- Health Care
- Finance & Accounting
- NFP Sector
- Resources, Oil & Gas
- Government Agencies
- Corporate Organisations
Based in:
About the facilitator
The first thing you notice about David is that he is not tall. This has worked to his advantage as he had to work harder to make himself ‘look tall’ in the eyes of others, in the way he speaks and in his executive presence. For over 35 years, he has been helping people at all levels walk tall whenever they speak, lead or participate in a meeting or interact with colleagues. Presence isn’t just about how you communicate with your voice, it’s also about when to keep quiet, and how to exude confidence and inspire others.
With 35 years of training, coaching and facilitating, you get experience, knowledge, and wisdom. That means you and your people are safe in his hands.
You know you’ve found your ideal career niche when you enjoy doing the things most people avoid, such as ‘public speaking’ and immersing yourself in ‘detailed meeting procedures’.
David’s training methods are based on real-life experience. He learnt through experience the best techniques to become more confident by constantly developing high level communication skills.
David is regularly hired as a facilitator and as an Independent Chair for difficult meetings. The skills required to command the room in these situations require all of David’s skillsets. He has written books on meeting procedures and presentation skills. When it’s imperative you get a positive outcome for your presentation, ideation, or meetings, you can rely on David’s vast knowledge and 35+ years of experience to help you achieve these goals.
David has formal qualifications in education, technology, governance, law and mediation.
With David, you'll learn, you'll laugh, you'll learn some more!
Key Expertise
- Public Speaking
- Advanced Presentation Skills
- Executive Presence
- Work Presentations
- Speaking Coach
- Governance and Facilitation
- Chairing a Meeting
- Independent Chair
- Effective Meetings
Industry Focus
- Mining
- Health Care
- Finance & Accounting
- NFP Sector
- Resources, Oil & Gas
- Government Agencies
- Corporate Organisations
Based in:
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