Dealing with Difficult People (P857)

Solutions for a Positive Work Environment

Almost every organization has people whose personality, behaviour, attitude, work habits or other characteristics present an occasional or frequent challenge for those around them. This workshop will provide you with practical tools and skills to handle difficult people whether or not you have sufficient positional authority.

In this course, you'll learn to distinguish between various types of difficult behaviour, and choose responses that have a high probability of succeeding rather than escalating a difficult situation. Develop analytical skills, specialized communication, confronting skills, interpersonal negotiating, coaching, plus stress and conflict management strategies.

This is a two-day workshop in Ottawa.

Space is still available for all course dates listed, unless otherwise noted.

Learning Outcomes
By the end of this seminar, you will be able to:

• Identify a “difficult person”
• Explore the reasons why a person is difficult
• Conduct a feedback meeting with a high performer as well as a “difficult person”
• Handle your personal anger and that of others
• Understand aggressive, assertive, and passive behaviours
• Deal with negative behaviour
• Understand the importance of communication when dealing with a difficult person
• Be an active listener
• Deal with conflict
• Negotiate win-win solutions

Workshop Topics

The 6 Types of Difficult People
• Reasons for the behaviour
• Develop strategies for dealing with them

The 10 Most Unwanted Behaviour Styles
• Understand the 10 most unwanted behaviour styles
• Develop strategies to help deal with these behaviours

The 4 Behaviour Styles
• Assess your behaviour style
• Develop strategies on how to work with other behaviour styles

10 Linguistic Viruses that Create Unhealthy Communication
• Develop strategies to overcome the usage of linguistic viruses
• Linguistic viruses create unhealthy communication by:
   - Making unclear requests of another
   - Making requests in the tone (or mood) of a demand
   - Asserting one's ungrounded opinion as factual for everyone
   - Not possessing the ability to say 'no' to an unreasonable or impossible request  or assuming that the other will 'know' what is desired, without even making a request

How to Separate the People from the Problem
• Learn how to focus on interests not positions

How to Deal with Negativity
• Recognizing negativity
• 4 steps to turning it around

Handling Anger in Ourselves and Others
• 4 ways of handling our anger
• How to diffuse someone's anger
• What to do if the person persists

Communicating Skills for Handling Difficult Situations
• Perception checks ... Making sure you understand before you act
• Questioning skills ... Getting the right information
• Active listening ... Drawing them out without defensiveness
• Offer information to gain information ... Gaining trust though disclosure
• Reading and responding to non-verbals ... Using techniques to detect lying, withholding, hidden anger and other feelings

Communicating Assertively
• Distinguishing between aggressiveness and assertiveness
• 3 steps to more assertive behaviour
• Using power and authority in a positive way

Coaching a Difficult Employee
• How to reinforce good performance
• How to handle substandard performance
• Handling sensitive personal issues
• Dealing with repeated unacceptable performance

Dealing with Conflict
• Recognizing the strengths and vulnerabilities of our own style
• 5 key steps to managing interpersonal conflict
• Negotiating to win-win solutions

When Nothing Else Works: Next Best Solutions
• Planning actions
• Discipline without punishment
• Managing your stress
• Following up

Who Should Attend This Course?

Executives, managers, supervisors, team leaders, project managers and anyone else impacted by the effects of negativity in the work place due to a “difficult person”.

Course Location: Innovative Professional Offices (formerly Minto Business Centre), 440 Laurier Avenue West

Does this Course Address Your Competency Development Needs?  Learn more
This training workshop addresses:

• Achievement / Results Orientation
• Adaptability / Flexibility
• Analytical Thinking
• Change Management and Leadership
• Client Service
• Communication
• Conflict Resolution
• Dealing with Difficult Situations
• Engagement and Motivation
• Impact and Influence
• Innovation and Initiative
• Interpersonal Relations
• Leadership
• Learning Support / Continuous Learning
• Management Excellence
• Negotiating Techniques
• Problem Solving
• Promotion
• Public Speaking / Presenting
• Relationship / Network Building
• Teamwork and Cooperation
• Values and Ethics
• Working with Others


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