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L/MWS (4) Dealing with Difficult People

2 DAYS

What causes people to sabotage their own success and that of others?

"We are all capable of believing things which we know to be untrue, and then, when we are finally proved wrong, impudently twisting the facts so as to show that we are right. Intellectually, it is possible to carry on this process for an indefinite time: the only check on it is that sooner or later a false belief bumps up against a solid reality, usually on a battlefield." (George Orwell, 1946)


How do you handle and facilitate issues with challenging and difficult employees? Do you feel unsure of yourself when faced with a difficult person?


Difficult people have learned that by behaving in a difficult manner keeps others off balance and incapable of effective action.


Key Content and Learning Outcomes


    .  identify classic personalities of difficult people, assess their needs and motivation
    . understand what constitutes difficult, aggressive, and emotionally-charged situations 
in the workplace
    . identify the phases of escalation and aggressive behaviors
    . understand the role that behavior plays in the escalation of difficult situations and recognize
and manage your reactions
to conflict or other difficult behaviors
    . articulate how attitudes and actions impact others
    . recognize the hard-wired psychological mechanisms that create self-justification
    . set standards of behavior in order to defuse defensive and emotional behavior
    . create a menu of choices for responding to difficult people
    . steps to help you prepare for "tough" conversations


Cautionary!! We are all difficult at times and we all make blunders; the goal is to focus in on the "difficult behaviors" in order to consolidate solutions


This workshop will provide you with effective techniques for dealing with employees with difficult behaviors.  We will demonstrate a behavioral coach approach and, through practice, you will learn how to recognize cues and lead more effectively.


Instructional Material will be provided.