There are no difficult individuals, only difficult behavior. Each individual, even the most "difficult", brings a unique blend of skills and competencies to an organization. Properly dealt with, anyone can learn to capitalize his or her abilities to work with others and make a meaningful contribution toward common goals.
In Handling Difficult Behavior training course, you will learn how differences in personality and work/communications styles can give rise to difficult behavior, what they can and cannot control, and how to influence the behavior of those who find difficult to work with. You will acquire practical strategies and tools for dealing with difficult and unacceptable behaviors such as whining, resistance, hostility, defensiveness, passive aggressiveness, gossip, backstabbing, subversion, and insubordination. We will also help you create an action plan for effectively communicating and partnering with the hard-to-work individuals in your life.
Upon completion of Handling Difficult Behavior workshop, delegates will learn to:
- Understand the personality differences that can cause people to behave in a difficult manner
- Effectively handle hostility of an employee in a group setting or when work must be accomplished
- Confront and stop back-stabbers
- Turn whiners into problem-solvers
- Handle defensiveness, passive aggressiveness, gossip, and other unproductive behaviors
- Use a three step method for offering constructive criticism to difficult people
- Recognize the triggers that create resistance and the words that turn it around
- Follow a six step process for communicating with the individuals who knows how to push "hot buttons"
- Use a strategy for uncovering hidden problems affecting behavior and create an action plan for improved communications
This Handling Difficult Behavior class is ideal for anyone who is faced with difficult behavior from the team members, whether peers, subordinates, or superiors.