Working with Difficult People

This Working with Difficult People training class teaches students to recognize and address situations with peers, staff, and supervisors that result from problematic behavior. Students will be introduced to strategies that proactively set the stage for a problem-free work environment and minimize the negative impact of difficult behaviors. Students will discover tools and techniques that promote realistic expectations, maintain a peaceful working environment, encourage constructive feedback, and help resolve conflict when it arises.

Class Outline

The Impact of Unhealthy Personalities

Personality and Behavior

Workplace Environment

Performance and Morale

Types of Environments

Morale and Turnover

The Role of the Supervisor

The Cost of Turnover

Legal Implications

Bullying

Hostile Work Environments

Harassment

Family Medical Leave Act

Grievance Processes

Hidden Costs to a Company

Decreased Productivity

Leaves

Replacement Costs

Image and Revenue

The Benefits of a Healthy Environment

Understanding People

Personality Types

DMS-IV Personality Types

Recognizing Destructive Behaviors

Personality Types

Authoritarian

Manipulator

Pessimist

Dramatic

Hero Syndrome

The Victim

Lethargic

Understanding Motivation for Difficult Behaviors

Communication

The Communication Loop

The Sender

The Receiver

The Message

Feedback

Noise

Filters

Different Forms of Communication

Verbal Communication

Nonverbal Communication

Voice Intonation

Physical Behavior

Facial Expression

Physical Stance and Movement

Culture and Physical Behavior

Constructive Feedback

Restating the Message

Offering Criticism

Communicating Goals

Feedback and Communication Tools

Patience

Listening

Avoiding Assumptions

Phrasing and Rephrasing

Visual Aids

Setting Boundaries

Boundaries

Communicating Boundaries and Consequences

Consequences

Negotiating Terms

Win-Win Negotiations

Compromise

Healthy Boundary Concepts

Enforcing Boundaries

Evaluating Consequences

Measuring Behavior

Rubrics

Handling Conflict

Confronting the Difficult Personality

Safety Issues

Find a Watchdog

Open Doors

The Nature of the Relationship

Confronting a Higher Authority

Confronting a Subordinate

Confronting a Peer

Emotional Escalation

Negotiation Techniques

Process

Preparation

Know Your Resources

Motivation

Conclusion

Behavior

Negotiation Styles

Emotion in Negotiations

Positive Emotions

Negative Emotions

Substance

Understand Everyone's Needs

Win-win or Win-lose

Mediation

Choosing a Mediator

Applying Formal Consequences

Documentation