CONFLICT RESOLUTION TRAINING

N.I.C.E. vs. Nasty – Dealing with Difficult People

While many people seek to achieve “win-win” outcomes, there are others who are looking to win at any cost.  N.I.C.E. vs. Nasty^TM, based on SNI’s best-selling book, BULLIES, TYRANTS & IMPOSSIBLE PEOPLE: How to Beat Them Without Joining Them, helps participants deal with these difficult people who come in all shapes and forms: the customer who relentlessly beats you down on price; the vendor who abjectly refuses to deliver what was promised; the angry relative who carries a grudge; the defiant co-worker with a chip on their shoulder — the list goes on.

When dealing with difficult people, the first step is to Control Your Emotions.  Before even attempting to control the other side, it is important to be fully in Control of Yourself.  In this program, participants learn three techniques for neutralizing their own emotions and remaining focused on the issues at hand.

Once you are under control, the next step is to Control the Encounter by understanding the type of difficult person with whom you are dealing, whether it be someone who is being Situationally Difficult, Strategically Difficult, or Simply Difficult.  Participants learn how to identify these types of people and are taught a method for effectively dealing with each type.

After controlling yourself and controlling the encounter, the last step is to Explore Options that will enable you to get what you want, while enabling the other side to save face.  Focusing on helping the other side save face not only helps the deal get done, but it also ensures that it will stand the test of time.

Please Contact Us for more information on this or any other SNI Program.