Management Training: Difficult Situations, Difficult People


Course Delivery

Live Instructor-Led Training

Course Description

It takes all personalities to make the world go around. But honestly, some people just seem determined to work against you, no matter what you do? Difficult and under-performing employees, colleagues or supervisors can be the weak link in your project – causing delays, costing money and sowing discord. Avoidance is not the answer. Through discussions and case studies, the course Difficult Situations, Difficult People (Management Training) will guide participants through the process of understanding their conflict style, identifying the root cause of conflict, handling difficult conversations, and developing avenues for action.

Course Dates and Pricing


Nov 25 - 26, 2019$1,150.00Jan 9 - 10, 2020$1,250.00Feb 3 - 4, 2020$1,250.00Mar 2 - 3, 2020$1,250.00

Course Outline

Introduction

Why Can’t We All Just Get Along?
Conflict as Communication

It Takes Two to Tango

Understanding Personalities
What is EQ?
Managing Anger
Managing Stress
Self-Assessment

Communication Styles, Barriers and Best Practices

Exploring Communication Styles
Identifying Barriers to Effective Communication
Best Practices in Good Communication
How to Connect with Extroverts
How to Connect With Introverts
Self-Assessment
Case Studies

Conflict Resolution Styles

Conflict Self-Assessment
Exploring the 5 Conflict Resolution Styles
Strengths and Limitations of Your Conflict Resolution Style

Managing Difficult Behaviours

Common Difficult Personality Types – the good, the bad and the ugly
What To Do And What Not To Do
Root Cause Analysis Tools
Case Studies

Limiting Workplace Conflict

Individual Strategies
Team Strategies
Organizational Strategies
Understanding and Applying Conflict Resolution Steps
Case Studies

Having Difficult Conversations

Preparing for the Conversation
Steps to a Successful Conversation
Using the Agreement Frame
Developing an Action Plan
Using Progressive Discipline
How to Handle Employees Who Refuse to Answer Questions
How to Handle On-the-Spot Resignations
Moving On
Pitfalls to Avoid
Case Studies

Pulling it All Together and Wrap Up


Course Locations

  • Ottawa

  • Montreal

  • Toronto

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