Working with Difficult People

Working with Difficult People

1 Day

Description:

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.

Prerequisites: 

There are no prerequisites for this class. 

*If you have questions or concerns about these prerequisites, please contact us at 801-561-8511 or info@expandlearning.com

Course Outline

The Impact of Unhealthy Personalities

• Personality and Behavior
• Workplace Environment
  • Performance and Morale
  • Types of Environments
• Morale and Turnover
  • The Role of the Supervisor
  • The Cost of Turnover
• Legal Implications
• Bullying
• Hostile Work Environments
• Harassment
• Family Medical Leave Act
• Grievance Processes
• Hidden Costs to a Company
  • Decreased Productivity
  • Leaves
  • Replacement Costs
  • Image and Revenue
• The Benefits of a Healthy Environment

Understanding People

• Personality Types
  • DMS-IV Personality Types
• Recognizing Destructive Behaviors
• Personality Types
  • Authoritarian
  • Manipulator
  • Pessimist
  • Dramatic
  • Hero Syndrome
  • The Victim
  • Lethargic
• Understanding Motivation for Difficult Behaviors

Communication

• The Communication Loop
  • The Sender
  • The Receiver
  • The Message
  • Feedback
  • Noise
  • Filters
• Different Forms of Communication
  • Verbal Communication
  • Nonverbal Communication
  • Voice Intonation
  • Physical Behavior
  • Facial Expression
  • Physical Stance and Movement
  • Culture and Physical Behavior
• Constructive Feedback
  • Restating the Message
  • Offering Criticism
  • Communicating Goals
• Feedback and Communication Tools
  • Patience
  • Listening
  • Avoiding Assumptions
  • Phrasing and Rephrasing
  • Visual Aids

Setting Boundaries

• Boundaries
• Communicating Boundaries and Consequences
  • Consequences
• Negotiating Terms
  • Win-Win Negotiations
  • Compromise
  • Healthy Boundary Concepts
• Enforcing Boundaries
  • Evaluating Consequences
  • Measuring Behavior
  • Rubrics

Handling Conflict

• Confronting the Difficult Personality
  • Safety Issues
  • Find a Watchdog
  • Open Doors
  • The Nature of the Relationship
  • Confronting a Higher Authority
  • Confronting a Subordinate
  • Confronting a Peer
  • Emotional Escalation
• Negotiation Techniques
  • Process
  • Preparation
  • Know Your Resources
  • Motivation
  • Conclusion
  • Behavior
  • Negotiation Styles
  • Emotion in Negotiations
  • Positive Emotions
  • Negative Emotions
  • Substance
  • Understand Everyone's Needs
  • Win-win or Win-lose
• Mediation
  • Choosing a Mediator
• Applying Formal Consequences
  • Documentation