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 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


Jun 25 - 26, 2018$799.00Sep 6 - 7, 2018$799.00Oct 1 - 2, 2018$799.00Oct 29 - 30, 2018$799.00Nov 26 - 27, 2018$799.00

Course Outline

Why Can’t We All Just Get Along?

It Takes Two to Tango
Personality Types
Conflict Styles: Flight or Fight?
Communication Styles
Perspectives
Bias
Power Dynamics

Understanding the Root Causes of Workplace Conflicts

Conflict is Communication
Feelings: Bad, Mad, Sad or Different?
Roles and Responsibilities
Workplace and Group Dynamics
Workplace Culture
Root Cause Analysis Tool

Limiting Workplace Conflict

One Ounce of Prevention is Worth a Pound of Cure
Workplace Mental Health and Wellness
Communication and Team-Building
Conflict Resolution Options, Tools and Processes
Avoidance is Not the Answer
Positives of Conflict

Assessing the Problem

Documenting Behaviours and Incidents
Analyzing the Dynamics
Chronic versus Short-Term Behaviours
Urgent Response Required
Is This Something Bigger? Mental Health Indicators
What Resolution do I Want?

Discussing the Problem

Respect and Privacy
Preparing for the Discussion
Setting Boundaries
Focus on the Goal
Understanding the “Agreement Frame”
Communication Tips to Stay in Control
The Error of E-mail Confrontations
Things You Should Never Say, Write or Do

Addressing the Problem

Handling Passive-Aggressive Behaviour
Handling Aggressive Behaviour
How to deal with an in-session refusal to answer a question
How to deal with an in-session resignation
Avenues for Action – Acceptance, Consequences, Final Warning, Goodbye
Developing a Plan
Following Through

Pitfalls to Avoid

Loss of Self-Control
I-YOU Confrontation
You’re Late, Late, Late
Getting Sucked In
Being Stuck
Missing the Root of the Problem
Partial Follow Through
Not Knowing the Legal Requirements

Moving On

When it’s Done, it’s Done
What t do if it’s Not Done?
Techniques for De-Stressing

Course Locations

  • Ottawa

  • Montreal

  • Toronto

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