Dealing With Difficult People in the Workplace Course

Location: Lagos

Fee: N120, 000

Duration: 2days

To be successful in dealing with personal conflicts in the workplace you must learn to first understand human behaviour, reflect on its causes and know how certain behaviours impact others. Knowing how to approach difficult people with an understanding of these drivers will help you to overcome negativity by utilising positivity. Whether its dealing with difficult customers, staff or management, anyone will benefit from the skills taught in this course.

Dealing with Difficult People in the Workplace course provides you with the tools, techniques and an understanding that will empower you with the ability to deal with difficult people in an appropriate manner.

The course includes training in recognising attitudes and actions that impact others, using effective techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviours, and more.

Learning Outcomes

After completing this course, participants will have learned to:

• See conflict as communication
• Benefit from a confrontation
• Prevent problems
• Get focused
• Deal with theirs and others’ anger
• Deal with problems
• Understand and use the three step conflict resolution model
• Change yourself depending on the situation
• Understand people’s behaviours and motives
• De-stress when things get ugly
• Identify causes of difficult behaviour
• Counter negativity with positivity
• Discuss problems in groups
• Use assertive anger
• Plan and practice to handle difficult situations successfully

Foreword:

Dealing with Difficult People in the Workplace – Lesson 1 Getting Started

• Icebreaker
• Pre-Assignment Review
• Workshop Objectives

Dealing with Difficult People in the Workplace – Lesson 2 Conflict as Communication

• Defining Conflict
• Self-Assessment

Dealing with Difficult People in the Workplace – Lesson 3 Benefits of Confrontation

• To Talk or Not to Talk
• Determining Your Involvement
• Reciprocal Relationships

Dealing with Difficult People in the Workplace – Lesson 4 Preventing Problems

• The Importance of Empathy
• Dangerous Misconceptions

Dealing with Difficult People in the Workplace – Lesson 5 Getting Focussed

• Getting to the Heart of the Matter
• The Three F’s

Dealing with Difficult People in the Workplace – Lesson 6 Managing Anger

• Coping Strategies
• Guidelines for Assertive Anger

Dealing with Difficult People in the Workplace – Lesson 7 Dealing with Problems

• Dealing with Problems
• Causes of Difficult Behaviour

Dealing with Difficult People in the Workplace – Lesson 8 The Three-Step Conflict Resolution Model

• The Three-Step Model
• Getting the Hang of Things

Dealing with Difficult People in the Workplace – Lesson 9 Practice Makes Pretty Good

• Making Connections

Dealing with Difficult People in the Workplace – Lesson 10 Changing Yourself

• Negative vs. Positive Interactions
• Dealing with Negative Feelings

Dealing with Difficult People in the Workplace – Lesson 11 Why Don’t People Do What They Are Supposed To?

• Belly Breathing
• Visualise
• The Big Questions

Dealing with Difficult People in the Workplace – Lesson 12 De-Stress Options to Use When Things Get Ugly

• Music
• Acupressure and Massage
• Laughter
• General Coping Thoughts When Things Get Messy

About Instructors

Leke Ogundimu

MNIM, FCIPM, CBAP, PMP, Fscm, MPM Champion (University of Atlanta), B.Pharm, MBA

He is a dynamic man with well over 2 decades of experience in Sales and Marketing both theoretically and practically.

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