PDDDP: Dealing With Difficult People in the Workplace

Imagine yourself resolving workplace conflicts without negativity or damage to feelings or personalities. In fact, picture yourself benefiting from confrontation because you can manage difficult people and situations in a positive manner. After attending the Dealing With Difficult People in the Workplace training course, you’ll be prepared to do just that.Learn key skills like how to discover the causes of conflict, how certain behaviours impact others, strategies to deal with difficult people appropriately, anger management, coping techniques and more.Whether it’s a conflict involving customers, staff or management, you’ll be equipped with the tools and techniques to approach others, reach a resolution and prevent further problems. The training offers an opportunity to plan and practice your skills, so you feel empowered to handle any workplace conflict.This course is delivered in partnership with PD Training.

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After completing this course, participants will have learned to:

• See conflict as communication
• Benefit from a confrontation
• Prevent problems
• Get focussed
• How to deal with your own and other peoples 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

Lesson 1 - Course Overview	Lesson 2 - Conflict as Communication  Defining Conflict Self-Assessment
Lesson 3 - Benefits of Confrontation	Lesson 4 - Preventing Problems  Overview Group Discussion
Lesson 5 - Getting Focused  Getting to the Heart of the Matter The Three F’s	Lesson 6 - Managing Anger  Coping Strategies Guidelines for Assertive Anger
Lesson 7 - Dealing with Problems  Dealing with Problems Causes of Difficult Behaviour	Lesson 8 - The Three-Step Conflict Resolution Model  The Three-Step Model Getting the Hang of Things
Lesson 9 - Practice Makes Pretty Good  Planning Practice	Lesson 10 - Changing Yourself  Negative vs Positive Interactions Dealing with Negative Feelings
Lesson 11 - Why Don’t People Do What They Are Supposed To?	Lesson 12 - De-Stress Options to Use When Things Get Ugly