Courses

Surgent's Handling Difficult People

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Member Price: $99.00 Non-Member Price: $129.00

Date/Time:: Apr 30, 2024, 10:00am–12:00pm
Developer:: SURGENT MCCOY SELF-STUDY CPE, LLC
CPE Credits:: Personnel/HR: 2.00
Fields of Study:: Personnel/HR
Level:: Basic

Learn to manage difficult colleagues with gloves - kid gloves, not boxing gloves. Having even one difficult person in your department can tax your restraint and deplete the time and energy you need to supervise your team. "Handling Difficult People" teaches you how to manage challenging colleagues without sacrificing everyone else to the process. This workshop is designed to help you learn to recognize difficult behavior before it gets out of hand and to understand why difficult people behave the way they do.

You'll work with a three-part problem-solving model and study a five-step process for initiating the dialogue through to planned resolution. And you'll leave with an action plan to address specific situations in your workplace.

Objective

Identify signs of difficult behavior before a situation gets out of hand
Understand why difficult people behave the way they do
Communicate with the employee to understand the cause of their behavior
Use a 3- part problem solving model to help diagnose and resolve a situation
Follow a 5-step process from communication to planned resolution when engaged in a conflict
Understand and use skills to help control emotions when dealing with difficult people and situations
Create an action plan to address a situation back at work

Highlights

Problem solving step process for handling difficult people
Effective communication techniques including active listening and phraseology
Scripting what you say to prepare to engage with a difficult person
Emotions and their impact: mine and theirs

Designed For

All employees and managers

Prerequisite

None

Advanced Preparation

None