Webinar: Handling Difficult People
WS1715 | Course | Basic | Scheduled
Description
Learn to manage difficult colleagues with gloves - kid gloves, not boxing gloves. Having even one difficult person in your department can tax your res
Credits
| Number of Credits | Type of Credits |
|---|---|
| 2.00 | Personnel/HR |
Designed For
All employees and managers
Prerequisites
None
Highlights
- 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
Objectives
- 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
Preparation
None
Notes
This webinar is provided by Surgent. After registering for the course, you will receive an email from Surgent with instructions for logging in to the webinar and obtaining your eMaterials.
You may confirm that your computer meets the minimum requirements by visiting: https://www.surgentcpe.com/webinartest/.
Prices
- Member (Early Bird)
- $99.00
- Non-Member (Early Bird)
- $99.00
- Member
- $99.00
- Non-Member
- $99.00