Introduction to Difficult People
  • Introduction - Who are these difficult people?
  • What makes people difficult?
  • Types of difficult behaviour
Preparing yourself
  • Four things to know about ourselves
  • The three 'C's
  • Five guiding principles
  • Controlling your emotions
Techniques and Tactics
  • Think 'how' not 'what'
  • The ASSUME strategy
  • The SALVAGE strategy
  • Conclusion - What do good communicators do?
  • Assessment quiz