| COMMUNICATION & INTERPERSONAL SKILLS |
| Handling Difficult People* |
Description
While difficult people may constitute a small portion of the workforce, dealing with them can be time-consuming, challenging and sometimes counter-productive. This program will provide participants with the skills needed to effectively work with difficult individuals encountered from time to time in the workplace. Each participant's specific needs will be addressed during the session to develop a targeted action plan for implementation back in the workplace. |
| Topics |
| Learn to identify signs of difficult behavior before a situation gets out of hand |
| Remove the mystery: Get to the core of why difficult people behave the way they do |
| Uncover an approach to communicate with the employee to understand the cause of their behavior |
| Use a 3 part problem solving model to help diagnose and resolve your situation |
| Follow a 5-step process from communication to planned resolution when engaged in a conflict |
| Understand and use skills to help control your and their emotions when dealing with difficult people and situations |
| Create an action plan to address your situation back at work |
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Trainer
MEA Staff Trainer |
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| * This program has been approved for 4 recertification credit hours toward PHR and SPHR recertification through the Human Resource Certificate Institute (HRCI). For more information about certification or recertification, please visit the HRCI hompage at www.hrci.org. |
