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Dealing With Difficult People


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Dealing With Difficult People SCORM eLearning Course

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!

Session One: Course Overview

Course Overview

Learning Objectives


Pre-Course Assessment

Session Two: Conflict as Communication

Understanding Conflict

Do We Have To Fight?

What is A Conflict?

How About Avoidance?


Session Three: Benefits of Confrontation

To Talk or Not to Talk

Determining Your Involvement

Reciprocal Relationships

Making Connections

Session Four: Preventing Problems

The Importance of Empathy

Dangerous Misconceptions

Active Listening

Session Five: Emotional Intelligence

The Six Seconds Model

Identify Emotions

Understand and Manage

Use and Communicate

Session Six: Getting Focused

Getting to the Heart of the Matter

What is Missing?

The Three F's

Session Seven: Managing Anger

Coping Strategies

Dealing with Other People's Anger

Guidelines for Assertive Anger

Self-Protective Techniques to Block Criticism

Session Eight: Dealing with Problems

Dealing with Problems

Causes of Difficult Behavior

Making Connections

Session Nine: The Three-Step Conflict Resolution Model

The Three-Step Model

Getting the Hang of Things

Session Ten: Practice, Practice, Practice

Making Connections

Session Eleven: Changing Yourself

Negative vs. Positive Interactions

Take the Wheel!

Making Connections

Dealing with Negative Feelings

Session Twelve: Why People Do Not Always Do What They Are Supposed To

The Big Question

Session Thirteen: De-Stress Options to Use When Things Get Ugly

De-Stressing Options

General Coping Thoughts When Things Get Messy

Personal Action Plan

Course Summary

Recommended Reading List

Post-Course Assessment

Pre- and Post-Course Assessment Answer Keys

Pre-Course Assessment Answer Key

Post-Course Assessment Answer Key

Assignment Answer Keys

Session Three: Benefits of Confrontation

Session Four: Preventing Problems

Session Eight: Dealing with Problems

Session Eleven: Changing Yourself

Unlimited Users

Train as many participants as you like - forever!

High-quality, interactive eLearning course

This course is well written, lots of interactivity and looks great.

SCORM 1.2 format.

Works with any SCORM compliant LMS. Other SCORM formats available.

One-off pricing

No renewal or licensing fees - never pay again to use this course.

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