Description

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.

Instructor: Sarah Acuna

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