Dealing with Difficult Behaviours – 2 Day Online Workshop (PV857)
Solutions for a Positive Work Environment
This course will be delivered two ways:
• Live, instructor-led session online • In person (in classroom) in Ottawa
Please check available dates in the two sections on the right, and click the corresponding REGISTER ONLINE button for your choice.
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 virtual live workshop.
Space is still available for all course dates listed, unless otherwise noted.
Learning Outcomes
By the end of this virtual workshop, 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
Register Online
To begin please select your organization's billing address province from the drop down list.
(Note: If you are not with an organization, or you are registering personally, please select your own mailing
address province.) If you are from out of Canada, please select ‘Out of Canada’ in the drop down.
Once you register the first attendee, you’ll have the ability to add additional attendees or purchase
other workshops.
Sorry, to proceed with online registration you must select your location first. If you are unsure you may still register by phone or email.
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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”.
Does This Course Address Your Competency Development Needs?
This training workshop addresses:
• Achievement / Results Orientation
• Adaptability / Flexibility
• Analytical Thinking
• Change Management and Leadership
• Client Service
• Communication
• Conflict Resolution
• Dealing with Difficult Situations
• Emotional Intelligence
• 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
Online Dates
June 27 - 28, 2023 9:00 am - 4:00 pm - EDT
November 2 - 3, 2023 9:00 am - 4:00 pm - EDT
Location
Course dates listed above will be held live online via Zoom.
Participants agree: This course is suitable for online delivery.
“The course size was perfect for a virtual course. In fact, I found it better than being in a classroom. The instructor was beyond good. She was caring, compassionate, very knowledgeable and reflective; she gave a lot of thought to our questions and guided our group to providing possible solutions.” – Past participant
“I have already recommend my whole team takes it!” – Bianca Simard, Environment and Climate Change Canada
“I thought the online version was exceptionally well done and brought together people from all over the country very seamlessly.” – Past participant
Overall Satisfaction Level
Workshop Fee:
Only $1,050 plus applicable taxes
What’s Included?
Participant manual and other course materials
Personalized certificate of completion suitable for framing
