Conflict Resolution:
Dealing with Difficult People
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 This
course comes with:
 Training
Workbook |
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Instructor
Guide |
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Activities
& Ice Breakers |
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Pre-Assignment |
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PowerPoint
Slides |
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Course
Outline |
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Promotional
Advertorial |
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Recommended
Reading Lists |
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You
also receive:
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Unlimited reprinting rights |
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Unlimited number of users |
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Unlimited rights to customize and modify the course
contents to suit your needs. |
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Questions?
Would you more information on this or any of our soft
skills training courses?
Call toll
free
1-800-730-7115. |
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Conflict
Resolution: Dealing with Difficult People
Edward Deming, the father of quality
management, has said that people can face almost any problem
except the problem of difficult people. They can work long hours, face
declining business, even the loss of a job, but they can�t
deal with the difficult people in their lives. This conflict
management workshop
will help you identify some of the ways you may be
contributing to these problems and give you some strategies
you can adopt at work and in your personal life as well.
What
participants will learn:
At the conclusion of this workshop, participants will be
expected to:
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Recognize how
their own attitudes and actions impact on others
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Find new and
effective techniques for managing negative emotions
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Develop coping
strategies for dealing with difficult people and difficult
situations
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Identify those
times when they have the right to walk away from a difficult
situation
Workshop
Outline:
As facilitator,
you have the option of using a variety of training methods
for each workshop. This includes large group discussions,
individual work and reflection, small group discussions &
exercises, case studies and simulations for role play.
Customization will be based on your own needs or information
provided by your human resource department or the individual
department prior to the workshop. Materials are designed as
interactive workshops with a 40/60 split between
concept/theory and practical application of skills
discussed. Class size should be kept under 20, whenever
possible, so each participant will have the opportunity to
gain techniques for the types of situations they deal with
or expect to deal with.
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Pre-Workshop Activity
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Participants
will be asked to complete �SELF � A Profile of Interpersonal
Interactions� and bring it to the workshop with them. |
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Introductions, Objectives and Agenda
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Discussion of
Self-Assessment |
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Could You Be
Part of the Problem? |
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How Can You Work
Toward Different Solutions? |
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The
Importance of Good Communication |
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Choosing the
Right Words |
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Asking Questions |
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Listening for
Answers |
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Non-Verbal
Messages |
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Managing
Anger |
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Understanding
more about anger |
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Managing your
own anger |
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Dealing with
other people�s anger |
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Preventative
strategies |
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Dealing with
Difficult Situations |
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Conquering
resistance |
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Recognizing
potential difficulties |
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Difficult
People: The Classic Types |
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Specific causes
of difficult behavior |
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Weapons
difficult people use |
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Coping
strategies for difficult behaviors |
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Formula for
Changing Attitudes of Difficult People |
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Change your
behavior to change the interaction |
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Negative
interaction cycles |
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Positive
interaction cycles |
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Permanent
disassociation |
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How to
Overcome the Feelings Difficult People Give You |
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Put yourself in
charge of you |
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De-stress
Options |
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Personal
Action Plan |
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Review and Evaluation |
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Suggested
Reading List
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