

Working with Difficult People
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Self paced
tutorial
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
Language of instruction: English
- Explain the role of personality in the workplace.
- Explain the impact of difficult personalities.
- Describe the effects of broken communication.
- Apply constructive feedback and conflict resolution skills in a variet
- Learn methods for handling conflict when it occurs.
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Schedule & Syllabus
