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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 course 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 Conflict Resolution course 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.
Business professionals who want to expand their conflict resolution skills, understand their own emotions and behaviors, and find productive ways to manage conflict with influence, even when authority is lacking.
The programme is delivered as a blended learning solution consisting of Online components of self-directed learning supplemented by virtual classroom based lectures and workshops. An Online group collaboration portal has been established enabling delegates to post and respond to questions posed by facilitators and peers.
Module One: Course Overview
Module Two: Conflict as Communication
Module Three: Benefits of Confrontation
Module Four: Preventing Problems
Module Five: Getting Focused
Module Six: Managing Anger
Module Seven: Dealing with Problems
Module Eight: The Three-Step Conflict Resolution Model
Module Nine: Practice Makes Pretty Good
Module Ten: Changing Yourself
Module Eleven: Why Don’t People Do What They Are Supposed To?
Module Twelve: De-Stress Options to Use When Things Get Ugly
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan