Dealing With Difficult People

What every first-line leader needs to be able to do to effectively manage conflict.

Outline

This workshop will appeal to those in a leadership role who deal with conflict in their workenvironments. Building on the skills developed in the Communications course participants learn to recognize and dealwith potential or actual conflictual situations, to use defusing methods and gain agreements that meet the needs of the people involved and the organization.

Conflict styles, the role of drama and gossip and the four potential outcomes are covered in the course.

Learning Objectives

Participant will be able to:

  • understand their personal conflict style
  • understanding the relationship between stress and conflict
  • understand other conflict stylesand how they relate to each other
  • understand the role dramaand gossip plays in creating and sustainingconflicts
  • develop mediating techniques todiffuse conflicts
  • recognize the different types of difficult people and how to deal with them
  • respond assertively to specificsituations likeaggression, tears or hissy fits
Negotiation

Process

Thiscourseis competency-based and uses experiential learning techniques consistent with adult learning principles. Participants will be invited to take part in a series of discussions, collaborate in small-group work exercises, and engage in hands on activities designed to explore and practice the topics covered.

Duration

1 Day


2013 migashco