Are you... - Government of Nunavut



Dealing with Difficult People CourseAre you...avoiding conversations you know you ought to have?wishing you could be more assertive and in control?losing patience with certain people or personality types?having problems giving negative feedback?feeling anxious before a difficult conversation?thinking of what you "should have" said after the conversation is over?wishing you had managed a conversation or an individual differently?having trouble managing emotional customers, colleagues or employees?At this workshop, you will learn techniques and strategies that will allow you to handle difficult conversations and difficult people with skill and confidence.? You will be engaged in practical and interactive discussions, exercises and role plays that will change the way you see and respond to difficult people and difficult situations.? You will be given opportunities to practice learned skills in a variety of contexts so that the skills can become second nature. You will also be given the opportunity to practice a particular difficult conversation that you select. Who should attend?The Dealing with Difficult People Workshop is designed for anyone who has to deal with difficult people or difficult issues.? Human resource managers, team leaders, retail managers, educators, consultants, customer service representatives and people who negotiate will all benefit from this workshop.At the workshop, you will have the opportunity to complete the Myers-Briggs Type Indicator-Step II* and receive a customized 18 page report containing valuable insights into your personality type and the personality types of others. *Myers-Briggs Type Indicator? Step II (Form Q) Interpretive Report ? 2001, 2003 by Peter B. Myers and Katharine D. Myers. All rights reserved.You will learn how to:analyze and prepare for a difficult conversationbegin a difficult conversation effectivelydeliver difficult messages clearly and powerfullyconfront someone calmly and respectfullyavoid common (but critical) mistakesmanage strong emotionsdisagree without escalating the conflictframe a difficult issue to promote discussionbecome a better listenerovercome the fears that lead you to avoid conversationsdiscuss difficult issues that you did not see comingknow when and how to end a difficult conversationAfter completing the workshop, you will be able to turn difficult conversations into productive exchanges.You will be able to:discuss difficult issues with greater confidenceinteract more effectively with people you find difficulthandle people who are upset, angry, complaining or confusedmanage your own responses betterencourage customers to feel like partnersspot personality differencesmanage the emotions that arise from difficult conversationsdifferentiate between peoples' positions and true interestsresolve conflict more effectivelypromote joint problem-solving around a difficult issueBelow you will find a syllabus that describes the structure of the workshop and poses some of questions that will be answered during the workshop.Syllabus:DAY 1The case studies and exercises on day 1 will address the following questions:What makes a conversation difficult?How do you start a difficult conversation to make it effective?How do you confront unacceptable behaviour?How do you identify and deal with difficult people?How do you identify different personality types?How do different personality types contribute to problems in the workplace and at home?At the end of the day you will receive your customized Myers-Briggs Type Indicator (MBTI)-Step II report.?? The MBTI is designed to provide valuable information about personality types and with over 2 million people completing the Indicator each year,?? it is the most well-researched and trusted tool in the world for understanding why and how people are different. According to the MBTI, all types are equally desirable and valuable. While all types are equally valuable, the differences between types can lead to conflict and frustration.? The MBTI is one technique for helping each of us gain insight into our own personalities.? This can provide us with helpful information about when we are at our best and what doesn't work so well for us.? The MBTI also provides practical information on communication styles, decision-making styles, and how different people deal with change and conflict.? These insights can assist us to understand, motivate, and interact most effectively with all the different personality types. DAY 2The case studies and exercises on day 2 will address the following questions:What triggers you and others?How do you identify and avoid common mistakes?How do you deal with and manage emotions?How do you get to the root of a problem?How can you disagree with someone without escalating the conflict?How do you prepare for a difficult conversation?DAY 3The case studies and exercises on day 3 will address the following questions:How do you deal with difficult conversations in the workplace?How do you deal with difficult conversations at home?How might you manage your own responses better to make the conversation less difficult for you?How do you know when to end a difficult conversation?What is the best way to end a difficult conversation?How do you conquer fears around a difficult conversation?There will also be an opportunity on the final day to practice a specific skill or conversation that you have identified for yourself during the workshop.? The facilitators will be available to answer any questions that may arise for you in that specific situation. ................
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