Working with Difficult People

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Training for your Team

1
Days
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

Training for Yourself

$325.00
or 1 vouchers
  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

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Overview

This Working with Difficult People training class teaches students to recognize and address situations with peers, staff, and supervisors that result from problematic behavior. Students will be introduced to strategies that proactively set the stage for a problem-free work environment and minimize the negative impact of difficult behaviors. Students will discover tools and techniques that promote realistic expectations, maintain a peaceful working environment, encourage constructive feedback, and help resolve conflict when it arises.

Goals
  1. Explain the role of personality in the workplace.
  2. Explain the impact of difficult personalities.
  3. Illustrate the communication process.
  4. Describe the effects of broken communication.
  5. Apply constructive feedback and conflict resolution skills in a variety of situations.
  6. Formulate a set of proactive boundaries and consequences for given workplace situations.
  7. Learn methods for handling conflict when it occurs.
Outline
  1. The Impact of Unhealthy Personalities
    1. Personality and Behavior
    2. Workplace Environment
      1. Performance and Morale
      2. Types of Environments
    3. Morale and Turnover
      1. The Role of the Supervisor
      2. The Cost of Turnover
    4. Legal Implications
    5. Bullying
    6. Hostile Work Environments
    7. Harassment
    8. Family Medical Leave Act
    9. Grievance Processes
    10. Hidden Costs to a Company
      1. Decreased Productivity
      2. Leaves
      3. Replacement Costs
      4. Image and Revenue
    11. The Benefits of a Healthy Environment
  2. Understanding People
    1. Personality Types
      1. DMS-IV Personality Types
    2. Recognizing Destructive Behaviors
    3. Personality Types
      1. Authoritarian
      2. Manipulator
      3. Pessimist
      4. Dramatic
      5. Hero Syndrome
      6. The Victim
      7. Lethargic
    4. Understanding Motivation for Difficult Behaviors
  3. Communication
    1. The Communication Loop
      1. The Sender
      2. The Receiver
      3. The Message
      4. Feedback
      5. Noise
      6. Filters
    2. Different Forms of Communication
      1. Verbal Communication
      2. Nonverbal Communication
      3. Voice Intonation
      4. Physical Behavior
      5. Facial Expression
      6. Physical Stance and Movement
      7. Culture and Physical Behavior
    3. Constructive Feedback
      1. Restating the Message
      2. Offering Criticism
      3. Communicating Goals
    4. Feedback and Communication Tools
      1. Patience
      2. Listening
      3. Avoiding Assumptions
      4. Phrasing and Rephrasing
      5. Visual Aids
  4. Setting Boundaries
    1. Boundaries
    2. Communicating Boundaries and Consequences
      1. Consequences
    3. Negotiating Terms
      1. Win-Win Negotiations
      2. Compromise
      3. Healthy Boundary Concepts
    4. Enforcing Boundaries
      1. Evaluating Consequences
      2. Measuring Behavior
      3. Rubrics
  5. Handling Conflict
    1. Confronting the Difficult Personality
      1. Safety Issues
      2. Find a Watchdog
      3. Open Doors
      4. The Nature of the Relationship
      5. Confronting a Higher Authority
      6. Confronting a Subordinate
      7. Confronting a Peer
      8. Emotional Escalation
    2. Negotiation Techniques
      1. Process
      2. Preparation
      3. Know Your Resources
      4. Motivation
      5. Conclusion
      6. Behavior
      7. Negotiation Styles
      8. Emotion in Negotiations
      9. Positive Emotions
      10. Negative Emotions
      11. Substance
      12. Understand Everyone's Needs
      13. Win-win or Win-lose
    3. Mediation
      1. Choosing a Mediator
    4. Applying Formal Consequences
      1. Documentation
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Preparing for Class

No cancelation for low enrollment

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GSA schedule pricing

88,409

Students who have taken Live Online Training

15,968

Organizations who trust Webucator for their training needs

100%

Satisfaction guarantee and retake option

8.33

Students rated our Working with Difficult People trainers 8.33 out of 10 based on 10 reviews

These web courses are a nice and effective approach to business training.

Robert Stevens, SonyDADC
Terre Haute IN

I thought the presentation was great- I loved the fact that I was the only person in the class.

Laurie Byrd, Shea Family @ Home
El Cajon CA

I have taken two courses so far, and already know that I will take all additional management courses, as all of the material is really excellent. Love the instructor.

Luise McCaffrey, Theta
Los Angeles CA

As a small business we pride ourself on customer service. I received top rate customer service from the instructor that I had. I will definitely take more classes offered.

Karen McNeill, All Coast Therapy
Lady Lake FL

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