Nunavut
Dealing with Difficult People (P857)Workshop TopicsThe 6 Types of Difficult People? Reasons for the behaviour ? Develop strategies for dealing with them The 10 Most Unwanted Behaviour Styles? Understand the 10 most unwanted behaviour styles? Develop strategies to help deal with these behavioursThe 4 Behaviour Styles? Assess your behaviour style ? Develop strategies on how to work with other behaviour styles10 Words that People use that Create Unhealthy Communication? Develop strategies to overcome the use of undesirable words? Words that people use that create unhealthy communication by:?o?Making unclear requests of another?o?Making requests in the tone (or mood) of a demand?o?Declaring an opinion as true for everyone?o?Not being able to say 'no' to a difficult or impossible request,? or assuming the other will know what is wanted, without even making a requestHow to Separate the People from the Problem? Learn how to focus on interests not positionsHow to Deal with Negativity? Recognizing negativity ? 4 steps to making it positive Handling Anger in Ourselves and Others? 4 ways of handling our anger ? How to eliminate someone's anger ? What to do if the person continues showing angerCommunicating Skills for Handling Difficult Situations? Awareness checks ... Making sure you understand before you act ? Questioning skills ... Getting the right information ? Active listening ... Making them feel comfortable without defensiveness ? Offer information to gain information ... Gaining trust though talking about yourself? Reading and responding to body language and other non-verbal signs... Using techniques to detect lying, withholding, hidden anger and other feelings Communicating Assertively? Distinguishing between aggressiveness and expressing how you feel ? 3 steps to more assertive behaviour ? Using power and authority in a positive way Coaching a Difficult Employee? How to reinforce good performance ? How to handle poor performance ? Handling sensitive personal issues ? Dealing with repeated unacceptable performance Dealing with Conflict? Recognizing the strengths and weaknesses of how you deal with conflict? 5 key steps to managing conflict with others ? Negotiating to solutions that work for everyoneWhen Nothing Else Works: Next Best Solutions? Planning actions ? Discipline without punishment ? Managing your stress ? Following up At the end of this seminar, you will be able to:? Identify a “difficult person”? Explore the reasons why a person is difficult? Conduct a feedback meeting with a good worker as well as a “difficult person”? Handle your personal anger and that of others? Understand different types of behaviours? Deal with negative behaviour? Understand the importance of communication when dealing with a difficult person? Be active good listener? Deal with conflict? Negotiate solutions that are best for everyoneWho Should Attend This Course?Executives, managers, supervisors, team leaders, project managers and anyone else impacted by the effects of negativity in the work place due to a “difficult person”. ................
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