Total Success

A different type of training

 

For more information:

 email us: tsuccess@dircon.co.uk

call us on (+44) 020 8269 1177 or fax us on (+44) 020 8305 0555

 

NEWSLETTER: Dealing With Difficult People

The Arrogant person

Course Dates 2010:

5th Feb // 18th Mar // 14th May // 23rd June // 29th July //12th Aug // 17th Sept // 18th Oct // 23rd Nov // 15th Dec

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Total Success can help you improve your communication skills, allowing you to become more confident when dealing with difficult people. Our courses are designed to develop communication skills when dealing with difficult people and situations, and to arm you with the techniques to combat these difficult people. To improve your communications skills and to gain confidence when speaking, sign up to our course today.

 

Our dealing with difficult people courses are one of our popular courses as it effectively demonstrates how to neutralise problem situations in the workplace.  It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and working with unreasonable people.  This course will cover mediation and will show delegates how valuable managing and mediating conflict is when managing or handling difficult staff/employee(s).  The dealing with difficult people at work course also provides useful information for working with a difficult boss/manager and guidance on how to deal with bullying in the workplace.

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Appraisal skills (one day) - updated to include new legislation

Assertiveness Skills (one day)

Assertiveness and managing conflict (one day)

Coaching for managers (one day)

Customer Service and Customer Care (one day)

Correcting poor performance and disciplinary procedures (one day) - updated to cover current legislation

Dealing with difficult people (one day)

Interviewing skills (one day) - updated to cover current legislation

Introduction to selling (one day)

Leadership and team building (one day)

Letter and report writing (one day) - updates include writing e-mails

Negotiation skills (one day)

Presentation skills (two days)

PowerPoint Presentation skills (one day)

Advanced Presentation skills (one day)

Project planning for non-project managers (one day)

Stress Management (one day)

Telesales and Telemarketing (one day)

Telephone skills and customer care (one day)

Time Management (one day) 

Time management working with Microsoft Outlook (one day)

Time management working with Microsoft Outlook 2007 (one day) 

Management Training / New Manager (two days)

Training the trainer (one day)


We provide many free articles packed with valuable information about the topics we train. Our newsletter page contains many more. Here are some of our more recent articles

Presentation tips

Overcoming presentation fear

How to structure a presentation

Interviewing Skills

Good work through praise

Time management tips

Time management skills

Managing your e-mail

Time management and working from home

Assertiveness Self Assertion Analysis

Self Assertion Analysis

Becoming More Assertive

Dealing with difficult people

Customer Service on the telephone

Telephone skills and Customer Care

Managing your stress

Organisational stress management

Practical appraisal skills

Planning an appraisal and setting objectives

Giving feedback in an appraisal

The power of attitude in selling

Opening the call effectively

PowerPoint presentation tips and techniques

Using visual aids in PowerPoint presentations

How to use transitions in PowerPoint presentations

DEALING WITH ARROGANT PEOPLE

Arrogance is a defence mechanism, usually guarding against vulnerability and insecurity, often learned in childhood. Arrogance is defined as : "an attitude of superiority manifested in an overbearing manner or in presumptuous claims or assumptions". Often, the arrogant person will exert themselves by undermining others, and often they have an in-built radar to focus on the 'weaker' co-worker.

Here are some useful techniques to help when dealing with the arrogant person:

Assess the situation. Why do you feel that a person is being arrogant? Have they been condescending to you or have they never spoken to you? If there has not been an incident that showed you this person feels superior to you, don't assume he or she is arrogant too quickly. You might wrong him or her.

Know that arrogant people are really quite insecure. They seek to dominate and control because they are afraid of being dominated and controlled.

Enter an encounter with an arrogant person with the strong and confident realization that you are well and strong. There is nothing they can say or do that can undermine you. Your sense of confidence and self-worth will prohibit you from being vulnerable to an arrogant person's total inability to relate to others and the sometimes noxious or cruel things that come out of their mouths.

Try to ignore the arrogance of the person you encounter. Instead, probe for something you can enjoy about your encounter. Perhaps they do have some knowledge to impart. Perhaps they can tell an interesting story. Perhaps it's just enjoyable to find humour in their arrogance.

Use the encounter as an opportunity to improve your listening skills or tolerance.

Try and ignore anything that they say or how they act, and they will probably stop bothering you eventually.

Be honest. If this isn't working and the arrogant person is still getting on your nerves, tell them that you think they are being arrogant and really tell them how you feel. Don't shout or swear or insult them more than is necessary, because then you will just look evil.

 

TIPS

Generally, arrogant people won't listen to what you have to say, so sometimes you just need to smile and nod, comfortable in being the more secure person.

When someone is just driving you crazy with their arrogance, you might ask them, very politely, "May I ask how you became such an expert on this subject? Did you study? Did you learn this from having a bad experience? Is there anything you know nothing about that I might be able to help you with?"

 

SITUATIONS TO AVOID

Ignoring an arrogant person may be effective in getting them to leave you alone but recognise that arrogant people have a way of taking up the air in a room. So even though they're not talking to you, you may still find them annoying to be around.

Try not to get into any type of debate with them, because they'll never hear your side of the story and if they do, they will continually tell you you're wrong. Often times, arrogant people will try to make YOU feel insecure and at fault. He/she will do this in an attempt to demonstrate control over the situation. If this happens to you, do not get mad at all, that's what they want from you. Instead consciously understand their belittling actions and see their intended conclusion from their perspective. Act wise and in control, but don't escalate the situation by responding in an angry or hostile manner.

 

 

Click here for more information about:

http://www.totalsuccess.co.uk/dealing_with_difficult_people-conflict_management_training.htm

http://www.totalsuccess.co.uk/dealingwithdifficultpeople.htm

http://www.totalsuccess.co.uk/Dealing-with-Difficult-people_aggressive-person.htm

http://www.totalsuccess.co.uk/Dealing-with-Difficult-people_Tips.htm

http://www.totalsuccess.co.uk/Dealing-with-Difficult-people_arrogant-person.htm

 

 

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Site Navigation aid - Links to all our web pages are listed below

 

- Training Pages -

Assertiveness Skills - Assertiveness and managing conflict - Time Management - Management Training / New Manager - Sales Course / Introduction to Selling - Telesales and Telemarketing - Presentation skills - PowerPoint Presentation Skills - Appraisal skills - Interviewing Skills - Stress Management - Leadership and team building - Coaching for managers - Letter and report writing - Dealing with difficult people - Customer Service and Customer Care -Correcting poor performance and disciplinary procedures - Negotiation skills - Training the trainer - Telephone skills and customer care

- Newsletter Pages -

Presentation tips - Overcoming presentation fear - How to structure a presentation - How to master body language plus a useful presentation checklist - Asking questions in interviews - Structuring a recruitment interview - Good work through praise - Time management tips - Time management skills - Managing your e-mail - Time management and working from home - Time management links - Assertiveness Self Assertion Analysis - Assertiveness links - Self Assertion Analysis - Becoming More Assertive - Constructive criticism and disciplinary procedures - Dealing with difficult people - Dealing with difficult customers on the telephone - Customer Service on the telephone - Telephone skills and Customer Care - Managing your stress - Organisational stress management - Practical appraisal skills - Planning an appraisal and setting objectives - Giving feedback in an appraisal - The power of attitude in selling - Opening the telephone call effectively - PowerPoint presentation tips and techniques - Using visual aids in PowerPoint presentations - How to use transitions in PowerPoint presentations - Negotiating with difficult people - Planning a successful negotiation - Managing meetings - Train the trainer training - Presentation planning form - Handling conflict in appraisals - Project management - Neuro-Linguistic Programming - Management skills - Leadership Skills - Stress Management and Control - Customer Service and Customer Care - Management checklists for Training courses - Planning form for Public Speaking Presentation - Managing your e-mails - Stages of Competence in Training - Time Management and Technology - Training Stories and Anecdotes -

- NEW Newsletter Pages -

Stress Quiz: How Stressed are you? - Recognising and Combating stress - Managing Stress - Relaxation techniques for managing stress - Relaxation using simple and personal mantras - Stress and the Credit crunch - Using Humour in Presentations - Attention gaining tips for Public Speakers - How to make the best of closing your presentation - Making Powerful Presentations - Using Visual Aids in Presenting - The importance of FlipCharts in Presentations - Improving your presenting style - Vocal and Diet tips for presenters - Rate you Presentation effectiveness - Dealing with Difficult Audiences - Overcoming Presentation Anxiety - More Presentation Anxiety tips - Dealing with Difficult people at work - Tips for Dealing with difficult people - Dealing with Difficult People-the arrogant person - Dealing with Difficult People-the aggressive person - Customer Service during Christmas - Time and Stress Management - Successful Telesales - What type of leader are you? - Vocal Elements of Communication in Leadership - Managing Pressure - Handling Very Difficult Customers - Opening Negotiations Effectively - Tips and Techniques for Sales Presentations - Rules of Assertiveness - Product Demonstration Skills - Personality and Stress - Handling Objections - Methods of Overcoming Resistance - Effective Communication in Negotiations - Your Response to Stress - Dealing with conflict and aggression - Co-Presenting Tips and Techniques - Controlling the Call - Contact Strategy - Becoming Assertive in Negotiations - Situation Leadership for Coaches - What is your managerial style? - Giving Praise - How great can you delegate 1 - How great can you delegate 2 - Management superstars - Delivering effective course content - Dealing with complaints - Practical guide to punctuation - The sequence of a report - Top tips for writing effective emails - Aims and Objectives for the New Manager - Question Techniques in Group Training - Its not What you say, but How you say it! - How to overcome and channel fear - Why is project management important - Project definition and proposal - Estimating time accurately - 10 step guide for Project Planning - Project Progress Meetings - Assess your problem employee - Disciplinary Procedures Guide - Disciplinary Rules