This professional development course equips you with practical strategies to manage challenging interactions in the workplace. Although difficult individuals may represent a small segment of the workforce, their impact can be significant, often leading to time lost and decreased productivity. In this course, you will gain essential skills to address and navigate these situations effectively. Additionally, you’ll identify specific challenges and develop a personalized action plan for implementing the strategies learned back in your workplace.
Target Audience
All employees and managers
Course Objectives
Identify signs of difficult behavior before a situation gets out of hand
Understand why difficult people behave the way they do
Communicate with the employee to understand the cause of their behavior
Use a 3- part problem solving model to help diagnose and resolve a situation
Follow a 5-step process from communication to planned resolution when engaged in a conflict
Understand and use skills to help control emotions when dealing with difficult people and situations
Create an action plan to address a situation back at work
Subjects
Be familiar with the nature and sources of difficult behaviors in the workplace, as well as strategies for addressing them
Understand a proven formula for handling difficult people
Utilize a problem-solving model to brainstorm strategies for working effectively with challenging individuals
Implement a step-by-step process to resolve conflicts between yourself and others within your organization
Apply the hostility curve as a tool to maintain control in situations involving angry or upset individuals
Implement new strategies for managing your emotions in difficult interactions
Understand the impact of attitude on interactions with others
Create a personalized action plan for applying course strategies in your workplace
