Managing Difficult People in the Workplace
(DIFBEH, Live Instructor-Led Training, 1 days)


Description

Difficult behaviours come in many forms. In our lifetime, most of us have to deal with an angry client, a passive-aggressive co-worker or a bullying boss at one time or another. Your ability to navigate that situation and exit gracefully from that difficult situation depends in large part on your self-confidence, skills and training. This hands-on workshop will teach you how to handle challenging and unproductive behaviours, while keeping your cool.

Dates and Pricing


Jan 8 to Jan 8, 2018$650/person Feb 5 to Feb 5, 2018$650/person Mar 5 to Mar 5, 2018$650/person

Outline

Building a Foundation
Personality Types and Communication
Language and Direct Communication
About Language and Paralanguage
The Importance of Environment
Barriers to Effective Communication
The Communication Dynamic: Encode and Decode
Power Struggles: The 3 Cs of Conflict
Importance of Good Communication
The Role of Ego
The Importance of Words
The Unsaid: Investigating Paralanguage
How to Ask Good Questions
How to Listen for Understanding
Are you a Closed Mind?
Understanding our Current Communication Strategies
Improving our Communication Skills
Managing Anger
The Dynamics of Anger
Managing your Own Anger
Skills for dealing with Another Person’s Anger
Prevention
Difficult Behaviours: What are they?
Specific Causes of Difficult Behaviour
Weapons Used by Difficult People
Coping Strategies for Difficult Behaviours
Dealing with Difficult Situations
Assessing the Mood of the Situation
Conquering Resistance
The Art of Persuasion
Recognizing Barriers
Difficult Behaviours and You
Change your Behaviour to Change the Interaction
Negative Interaction Cycles
Positive Interaction Cycles
Take a Step Back
What are Your Triggers
Changing Paralanguage
Managing Stress
Personal Action Plan