Dealing with Difcult People How to Communicate with Tact and Skill A One-Day Seminar Coming to Your Area
Do you recognize tese types o dicult people? See inside to identify these all-too-familiar problem personalities.
Never again all victim to those who love to make lie miserable or the rest o us ... • • • •
You’ll learn why they act the way they do. You’ll nd out eactly what to say and do in specic situations. situations. You’ll become less of a target for their barbs and antics. You’ll see how to bring out the best in even the worst worst offenders.
Attend this seminar and gain the communication skills you need to de-stress all of your difcult relationships, on the job and off.
This is a day o intensive training with immediate payback ... Learn to take the offensive against know-it-alls, dictators, snipers, gripers, “yes” people, “no” people, and all of the other contrary characters you confront every day.
Course content on page 3. “I learned more about how to deal with people in one day than I have during all my years in the the workorce workorce.. I wish we had this kind o seminar years ago — maybe there there would be less hostility and aggressiveness in the ofces.” — Evelyn Allard, Allard, secretary secretary
Enroll Today! 1-800-556-3009
wwwcareertrack.com
Do you recognize these people?
Te KnowIt-Alls
Te Passives
Te Dictators
Te “Yes” People
Te “No” People
Te Gripers
They’re arrogant and usually have an opinion on every issue. When they’re wrong, they get defensive.
These people never offer ideas or let you know where they stand.
They bully and intimidate. They’re constantly demanding and brutally critical.
They agree to any commitment, yet rarely deliver. You can’t trust them to follow through.
They are quick to point out why something won’t work. What’s worse, they’re ineible.
Is anything ever right with them? They prefer complaining to nding solutions.
O course you recognize tem. Tey’re te people you work wit, sell to, depend on, live wit. Learn to deal wit tem quickly and condently at Dealing with Difcult People.
How this seminar will help you deal with problem people 1. You’ll understand te dicult people in your lie. Learn how they think, what they fear, why they do what they do. Understanding difcult people makes dealing with them less frustrating.
2. You’ll know specically wat to do and say. At this seminar, you’ll concentrate on here’s-how-you-do-it techniques. You’ll leave knowing how to use these techniques in specic situations, with all types of difcult people.
3. You’ll be less o a target or dicult people. Look at the difcult people in your life. Chances are, at least one person manages to get along with them. You can, too. Learn how to derail problem people and teach them to treat you with respect.
4. You’ll bring out te best in people. Let’s face it — nobody’s difcult all of the time (and everybody’s difcult some of the time). Your new skills will help you reinforce the most positive behavior in everyone — at work and at home.
Register online at
www.careertrack.com, by phone 1-800-556-3009, fa 913-967-8847, or mail. See page 7. 2
Thumbs-up rom past participants ... “Before today, I didn’t realize how much I allowed others to control my reactions and emotions. I will, from this day forward, focus on being a happy and more supportive person.” — Deborah A. Hoze, registered medical assistant
“At times, I too, become a difcult person because I’ve allowed others to manipulate me … I learned how not to become part of the problem.” — Judith A. Ray, accountant
“This course was straightforward and practical — ‘user friendly.’ The time passed quickly.” — Jacqueline Trayner, graduate student
“My leadership skills will improve greatly now that I have the tools to deal with my staff.” — Wendi Perea, customer service supervisor
“Helped me to not only understand my own personality style, but also those of the people I deal with on a daily basis.” — Cristy Spencer, regional trafc director
“This seminar revitalized me, brought things ‘home,’ refocused my skills to deal with difcult staff more effectively.” — Susan Klingensmith-Gilkey, director
26 specifc techniques and insights to give you more power with difcult people
COURSE CONTENT 1. How to “map” difcult people to gain insight into what makes them tick 2. The most common mistake well-intentioned people make that actually worsens conicts 3. Why complainers complain — and how to move them into the problem-solving mode 4. The single best response to sarcasm 5. 3 ways to get people to keep their word 6. How to respond to someone who practices oneupmanship 7. Strategies for working with the negative person who throws a wet blanket over everything 8. What to do when someone — even a boss — starts yelling
20. When and how to let someone save face 21. A proven way to buy time in a conict so you can respond with a level head 22. When to go to a third party for help in dealing with a problem person 23. What to do when people make promises you suspect they won’t keep 24. How to give an aggressive person an alternative to direct conict 25. For managers: how to deal with employees who don’t keep commitments … have a negative attitude … or are closed-minded 26. The special body language to use in dealing with specic kinds of difcult people (it can be even more powerful than what you say)
9. 4 steps to take when communicating with any difcult person 10. How to determine whether a difcult relationship is worth salvaging, and what to do if it isn’t 11. When someone says one thing to you, but the opposite to someone else 12. How to get in sync with a difcult person and get along better
I you read it here, you’ll learn it there We don’t lure you in with overblown promises. Our brochures are cross-checked for accuracy against actual course content.
13. The essential 4-step process for successful confrontation 14. Techniques for dealing with touchy people who take things personally 15. What to do when someone criticizes you unfairly 16. How to know when to back down and when to hold your ground 17. Ways to cope with ecuse-makers and blamers 18. 3 tactics that prevent you from being manipulated by others 19. Hot buttons: how to keep people from pushing yours
FREE WORKBOOK FOR EVERY PARTICIPANT Your tuition includes a detailed course workbook that simplies note taking, freeing you to listen more and learn more. After the seminar, you’ll turn to it time and time again, to recall key points, validate opinions, and address specic problems.
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On-Site Training Solutions
Message to Managers: Wouldn’t it be nice if everyone on your staff got along great day in and day out? No squabbles. No pettiness. Just harmony and nonstop productivity from 9 to 5. Of course, you know that’s practically impossible. But the net best thing is having staff members who want a smoother-running ofce and are willing to work hard toward that goal. This is the perfect opportunity to show your support. It’s simple. Just look over this brochure — especially the learning points on page 3. Consider all that your employees have to gain from attending this seminar — and all you’ll gain, too. Learning these communication skills together will help your employees understand each other better. They’ll support one another in using their new skills and techniques. And they’ll become a tighter, more effective, more productive team starting immediately. Put your team members on the path to enhanced interpersonal skills and improved morale. Go te extra mile and send te wole team. You’ll save money or groups o 5 or more rom te same organization attending te same event. After the seminar, you’ll sense a new mood of cooperation among your employees. You’ll see them treat each other with greater respect. You’ll watch them resolve conicts more quickly — without putting you in the middle. And you’ll enjoy the fact that their minds are rmly on the tasks at hand. The ability to handle contrary and cantankerous people with determination and diplomacy is a valuable skill for anyone. This seminar provides an ideal training ground for coworkers to learn together and support one another in implementing these new skills.
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Tired of hit-and-miss training? Curious, but not yet ChOOSE CAREERTRACK CONSISTENTLY. ThERE IS A DIFFERENCE ... n
Tis is real training. We respect your time — and your intelligence.
Our course content is soundly researched and designed by professional educators for maimum adult learning. n
You get te tops in trainers. Our faculty members receive the best training in the industry.
At a CareerTrack program, you can always count on learn ing from knowledgeable eperts who know how to teach. Past attendees have rated our trainers at higher than 9.0 on a 10-point scale. n
You see outstanding presentation materials and workbooks tat work. That’s because we work with professionals — writers, editors, and graphic artists — to produce them.
Put ours side by side with take-home materials from other companies, and you’ll see the difference. n
You get wat we promise. We don’t lure you to our seminars with a long list of unrealistic promises.
You can rest assured that we meticulously cross-check our promotional materials to be sure they accurately reect course content.
Guaranteed Results! All of our seminars are 100% SATISFACTION GUARANTEED! We’re condent that this seminar will provide you with the tips and techniques you need to successfully deal with difcult people. If for any reason you are dissatised, send us a letter (Attn: Customer Relations) within 30 days of your seminar attendance stating the reason you were not satised, and we’ll arrange for you to attend another one of our seminars or receive a full refund — hassle-ree.
convinced? Consider this: In one fast-paced day, you’ll gain an advantage that will continue to pay off for years to come ... starting the very net day. If that’s not incentive enough, here are 4 more reasons to sign up now: 1. Your coworkers will welcome and admire your initiative. After all, they’ll benet by working with someone who has answers to some of the very same problems they face. 2. In a single day, you’ll learn strategies tat will last you a lietime. This seminar is full of specic ideas you can put to use right away. You’ll leave eager to try them and condent they’ll work. 3. You’ll learn people skills tat will be noticed — and most likely copied — by oters. Tact and skill in handling difcult people are enviable traits. In no time at all, you’ll see direct results in your dealings with all kinds of people. And they’ll see the difference in you, as well. 4. Your day will fy by. When learning is fun, time goes fast and what you learn sticks. You’ll be surprised when the seminar ends — and impressed with how much you’ve learned.
This seminar is a great opportunity for you to build your personal power and benet your company or organization in the process. We hope you’ll plan now to attend.
Dealing wit Dicult People Fast seminar acts nOne-day
seminar, 9 a.m. to 4 p.m. n Tuition includes complete course manual n Discount per person for groups of 5 or more n 100% satisfaction guaranteed
Enroll Today! www.careertrack.com or 1-800-556-3009 5
Affordable Tuition • Group Discount Enroll Today! Hurry, our seats ll fast . Guarantee your enrollment by paying your tuition today. You will receive a conrmation once your registration is complete. Payment is due before the program.
Quick Confrmation! To receive your conrmation within 48 hours, please complete the Quick Conrmation section of the registration form. Be sure to provide us with your e-mail address and/or fax number. Program Scedule 8:30 a.m. – 9:00 a.m. Check-in: 9:00 a.m. – 4:00 p.m. Program: Cancellations and Substitutions You may cancel your registration up to 10 business days before the program, and we will refund your tuition less a nominal cancellation fee. Substitutions and transfers may be made at any time to another program of your choice scheduled within 12 months of your original event. Please note that if you do not cancel and do not attend, you are still responsible for payment. Please Note • You will be notied by e-mail, fax, and/or mail if any changes are made to your scheduled program (i.e., date, venue, city, or cancellation). • Walk-in registrations will be accepted as space allows. • Please, no audio or video recording. • Lunch and parking expenses are not included. • Dressing in layers is recommended due to room temperature variations. • You will receive a Certicate of Attendance at the end of the program.
Tax-Exempt Organizations If you are tax-exempt, enter your tax-exempt number in Section 6 on the Registration Form. Please mail or fax a copy of your Tax-Exempt Certicate with your registration for payment processing. Tax Deduction If the purpose of attending a CareerTrack program is to help you maintain or improve skills related to employment or business, expenses related to the program may be tax-deductible according to I.R.C Reg. 1.162-5. Please consult your tax adviser. Continuing Education Credit CareerTrack offers Continuing Education Credits that are based on program length and completion. Credits are issued according to the National Task Force for Continuing Education guidelines, and approval is at the discretion of your licensing board. Questions and concerns should be directed to your professional licensing board or agency.
CareerTrack is registered with the National Association of State Boards of Accountancy (NASBA), as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have nal authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be addressed to the National Registry of CPE Sponsors, 150 Fourth Avenue North, Suite 700, Nashville, TN, 37219-2417. Web site: www.nasbatools.com. This course qualies for 6 CPE credits. To obtain a certicate documenting your CPE credits, please visit http://www.careertrack.com/certicate. Certicates will be available 10 days after your event has ended. Update Your Contact Inormation! Simply make corrections to the mailing label on the back page of this brochure. Mail corrections to P.O. Box 413884, Kansas City, MO 64141-3884, or fax to 913-967-8847. We’ll change our records for the very next update. Thanks! Copyright 2010 6
Want to give your people te same edge tese organizations give teirs? 3M • Allstate • American Red Cross AT&T • Boeing • Burger King Chase Bankcard • FAA • Federal Epress Goodyear • Hewlett-Packard • Hilton Hotels Holiday Inn • IRS • Masonite Corp. Microsoft Canada • Motorola • Paine Webber Pennzoil • Prudential Insurance Co. Quaker Oats • Robert Half • Searle SmithKline Beecham Clinical Laboratory Southwestern Bell • Union Pacic Railroad United Artists Cable • U.S. Armed Forces U.S. Postal Service • United Way Ten invest in CareerTrack training. Most o te Fortune 500 do it regularly.
Praise for CareerTrack’s seminars ... “I specically took this seminar for help with coworkers and now I feel I can deal with these different personalities with condence.” — Sharon Setters, licensing rep
“Seminar leader was top-notch — knew the material and has a very ne and enjoyable presentation manner.” — James K. Swanson, chief, technical policy
Enroll Today! www.careertrack.com or 1-800-556-3009
Register Today!
PHONE
Fax
1-800-556-3009
913-967-8847
ONliNE
Mail
CreerTrck P.O. Bo 219468 Knss Cty, MO 64121-9468
www.creertrck.com
1 M YES! Please register me or the one-day Dealing with Dicult People seminar indicated in Section 5. Group Discounts available; see page 6 or details.
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3 ORGANIZATION INFORMATION Organization: ________________________________________________ Address: ____________________________________________________ City: ______________________________ St: ________ ZIP: __________ Tele: ______________________________ Fax: _____________________ N Mr. Approving Mgr’s Name: N Ms. ___________________________________ Job Title: ____________________________________________________ N Business E-mail Address: _____________________________________ N Home
4 QUICK CONFIRMATION N Please
NAMES OF ATTENDEES (Please list additional names on a separate shee t.)
#1 Attendee’s Name
ID# 910398
as it appears on the address label.
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e-mail or ax my confrmation to me within 48 hours. My e-mail address or ax number is: _______________________________
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OF PAYMENT (Payment is due before the program.) 6 METHOD Please make checks payable to CareerTrack and return form to: P.O. Box
219468, Kansas City, MO 64121-9468. Our federal ID# is 43-1830400 (FEIN).
Please add applicable state and local tax to your payment or programs held in Hawaii (4.16%), South Dakota (6%), and West Virginia (6%). Total amount due: $ ______________________ M Check # ________________ (payable to CareerTrack ) is enclosed. M Bill my organization. Attn: _________________________________ M Purchase order #_________________________ is enclosed. (Attach MO. YR. purchase order to completed registration orm.) M Charge to: M AmEx M Discover M MC M Visa ExPIRATION DATE CARD NUMBER
Card Holder’s Name ___________________________________________ Tax-Exempt # ________________________________________________ Please attach a copy o your Tax-Exempt Certifcate or payment processing. Note: I you’ve already registered by phone, by ax, or online, please do not return this orm.
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