Program Syllabus

Program Title : Handling Difficult People

Target Audience : Managers, Supervisors, Team Leaders, Project Managers
– everyone who wants to prevent difficult behavior from
destroying morale and productivity

Important Note : How many times have you heard sentences like these and,
without even looking, you know who said them? They come
from your difficult co-workers, the people who throw cold water
on every hot idea, who never follow through, who have the only
“right” opinion on every issue. Their problem behavior destroys
morale, kills productivity and makes life miserable for you and
everyone around them.
At Dale Carnegie: Handling Difficult People, we’ll show you
how to use specific, proven Carnegie techniques to stop
bullies in their tracks, gain cooperation from adversaries, get
passive-aggressives to engage and put an end to the whining.
You’ll learn to match the exact Carnegie principle to each
situation, so you always know what to do and say to turn off
difficult people before they get started.
As importantly, you’ll examine your own behavior to see what
you are doing that enables problem people.
You’ll see how to stop being any easy target – a victim – for
those people who seem to delight in making life miserable for
everyone else.

Program : This program is specially designed to empower participants:

Objectives
1. Understand and deal effectively with difficult attitudes and
behaviors
2. Apply communication techniques that gain cooperation
3. Maintain our cool under pressure
4. Resolve conflicts effectively
5. Negotiate and compromise to achieve win-win outcomes

Syllabus: Handling Difficult People Page 1 of 3

 Program Content : Topics Learning Objectives
• Understand the factors that make up our
personality
• Review the different types of difficult
Module 1 attitudes and behaviors
Defining Difficult • Learn to give others the benefit of the
doubt
• Identify our “hot” buttons and what
triggers difficult behaviour in others
• Explore ways to change behavior without
creating resentment
• Learn how to give and receive
Module 2 constructive feedback
Turning Difficult • Apply a tool for understanding other
People Around people’s point of view, and stating our
opinion in an agreeably way
• Practice giving sincere appreciation to
gain cooperation
• Identify a process of maintaining our
Module 3 cool
Resolving • Learn to resolve conflicts effectively
Conflict • Negotiate and compromise to achieve
win-win results

Learning Method : Adult learning with 30% of time allocated to learning the
fundamentals & techniques while the 70% of time allocated to
in-class discussions, role play, case studies and exercises.
Training Venue : DC Training Malaysia Sdn Bhd, A1209 – A1210, Phileo
Damansara II, Petaling Jaya.
Date : 23rd April 2019, Tuesday
Time : 9 AM – 5 PM
Investment RM900 per participant
Summary :
Terms & Conditions:
• Price is subjected to 6% SST
• Price quoted is including training materials, trainer's fee,
training venue, food & beverages during the training day.
• HRDF Claimable

Syllabus: Handling Difficult People Page 2 of 3

 Handling Difficult People
Schedule of Events

Time 23 April 2019

Module 1
09:00-10:30
Define Difficult

10:30-10:45 Coffee Break

Module 2 – Part 1
10:45-12:30
Turning Difficult People Around

12.30 – 13.30 Lunch

Module 2 – Part 2
13:30-14:45
Turning Difficult People Around

14:45-15:00 Coffee Break

Module 3
15:00-17:00
Resolve Conflicts

Syllabus: Handling Difficult People