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Course description
Dealing with difficult people is something that most of us will experience at one time or another in our lives. We may encounter people who are inconsiderate, stubborn, indecent, unhappy, angry, or passive-aggressive. These encounters may happen only once with an individual, or we may have ongoing issues with people who behave in these ways. How should we act when this occurs? And what should we do when these people are our employees?
If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can have more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth.
While this workshop is aimed at supervisors who interact with difficult employees, the information and activities can be helpful for dealing with difficult people in other situations as well.
Topics covered in this one-day Conflict Resolution workshop include: how to recognize how their own attitudes and actions impact others, effective techniques for dealing with difficult people, strategies for dealing with anger, and how to cope with the difficult people and situations.
Download this complete courseware training package, and with minimal preparation you’ll be positioned to begin teaching Dealing With Difficult People immediately. Your one-time purchase grants you customizable, easy-to-use training materials and unlimited print-on-demand privileges. Add Conflict Resolution: Dealing with Difficult People to your courseware toolkit, today!
Course outline
How to Use This Guide
Session One: Course Overview
Session Two: Conflict as Communication
Defining Conflict
Self-Assessment
Session Three: Benefits of Confrontation
Session Four: Preventing Problems
Session Five: Getting Focused
Getting to the Heart of the Matter
The Three F’s
Session Six: Managing Anger
Coping Strategies
Guidelines for Assertive Anger
Session Seven: Dealing with Problems
Dealing with Problems
Causes of Difficult Behavior
Session Eight: The Three-Step Conflict Resolution Model
The Three-Step Model
Getting the Hang of Things
Session Nine: Practice Makes Pretty Good
Session Ten: Changing Yourself
Negative vs. Positive Interactions
Dealing with Negative Feelings
Session Eleven: Why Don’t People Do What They Are Supposed To?
Session Twelve: De-Stress Options to Use When Things Get Ugly
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
What you get
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Available as an eLearning Course
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Courseware you can customize.
By Velsoft
August Only
Courseware you can customize.