Surgent's Handling Difficult People

Learn to manage difficult colleagues with gloves - kid gloves, not boxing gloves. Having even one difficult person in your department can tax your restraint and deplete the time and energy you need to supervise your team. "Handling Difficult People" teaches you how to manage challenging colleagues without sacrificing everyone else to the process. This workshop is designed to help you learn to recognize difficult behavior before it gets out of hand and to understand why difficult people behave the way they do.You'll work with a three-part problem-solving model and study a five-step process for initiating the dialogue through to planned resolution. And you'll leave with an action plan to address specific situations in your workplace.

All employees and managers

• 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

• Problem solving step process for handling difficult people
• Effective communication techniques including active listening and phraseology
• Scripting what you say to prepare to engage with a difficult person
• Emotions and their impact: mine and theirs

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