Objective
- 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
Highlights
- 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
Designed For
All employees and managersPrerequisite
NoneAdvanced Preparation
None