Description
Understand the different personality types and learn the methods for engaging in conflict productively.Throughout our careers, we all have to deal with difficult people. Difficult people come in many shapes and forms your boss, a coworker, a client or customer, a competitor, or a critic. Difficult people can cause us stress, anger, or even fear which can limit our response and our ability to manage them. But when they are handled correctly, they can become a resource and our biggest supporter. People who can manage difficult people are valued and get more done. This material will help you learn how to manage difficult people and turn these tough encounters into positive opportunities. Review what you control when encountering difficult people. Explore four key behaviors that you can recognize in difficult people that will help you better understand and manage them. Finally, understand key strategies that you can implement in dealing with difficult people and learn actionable skills that you can use to manage and turn difficult people into your ally and be able to walk away with dignity.
Date: 2020-05-20 Start Time: End Time:
Learning Objectives
It Starts With You: Preparing How to Handle Difficult People
• Maintaining Your Dignity When Managing Difficult People
• What You Have Control Over?
• The Event + Your Response = Your Outcome
• Creating Your Boundaries: What You Will and Will Not Tolerate
• Being Nice vs. Being Kind
Why People Are Difficult – Understanding Difficult People’s Behaviors
• The Different Ways People Show up in Their Interactions With Others
• The Four Key Behaviors of Difficult People and How to Understand and Manage Them
• Blaming, Placating, Computing, Distracting
Taking Action With Difficult People
• Selecting Your Strategy: 5 Styles to Engage and Manage Conflict and Difficult People
• Forcing, Accommodating, Withdrawing, Compromising, and Collaborating
• The Vital Skills You Need to Engage the Difficult Person
• Modeling Good Behavior, Deep Listening, Humble Inquiring, Empathy
• How to Engage the Difficult Person
• How to Approach the Person
• How to Listen and Identify Their Concerns
• How to Find a Solution
• How to Follow up and Prevent Future Confrontations
ASAP PACE ,IAAP ,Additional credit may be available upon request. Contact Lorman at 866-352-9540 for further information.
Adam Bowman, Psy.D., PHR, SHRM-CP-Dr. Adam Bowman
