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Dealing With Difficult People
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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-Assignment
Pre-Course Assessment
Session Two: Conflict as Communication
Understanding Conflict
Do We Have To Fight?
What is A Conflict?
How About Avoidance?
Self-Assessment
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
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