Self-Study

Surgent's Handling Difficult People

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This professional development course equips you with practical strategies to manage challenging interactions in the workplace. Although difficult individuals may represent a small segment of the workforce, their impact can be significant, often leading to time lost and decreased productivity. In this course, you will gain essential skills to address and navigate these situations effectively. Additionally, you'll identify specific challenges and develop a personalized action plan for implementing the strategies learned back in your workplace.

Major subjects

• Be familiar with the nature and sources of difficult behaviors in the workplace, as well as strategies for addressing them.
• Understand a proven formula for handling difficult people.
• Utilize a problem-solving model to brainstorm strategies for working effectively with challenging individuals.
• Implement a step-by-step process to resolve conflicts between yourself and others within your organization.
• Apply the hostility curve as a tool to maintain control in situations involving angry or upset individuals.
• Implement new strategies for managing your emotions in difficult interactions.
• Understand the impact of attitude on interactions with others.
• Create a personalized action plan for applying course strategies in your workplace.

Learning objectives

• Identify signs of difficult behavior before a situation gets out of hand.
• Understand why difficult people behave the way they do.
• Communicate with the employee to understand the cause of their behavior.
• Use a 3- part problem solving model to help diagnose and resolve a situation.
• Follow a 5-step process from communication to planned resolution when engaged in a conflict.
• Understand and use skills to help control emotions when dealing with difficult people and situations.
• Create an action plan to address a situation back at work.

Who should take this program?

• All employees and managers.

Pricing

Our records indicate you are a nonmember. If you register, you will be charged $89.00 (Standard Nonmember Fee). Members: Please log in to receive member fee.

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