Managing Dealing with Difficult People by fbwbT101

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									                     Managing & Dealing with Difficult People


Course Objectives

Common in today’s workplace environment are changing organizational structures,
increased team interactions, and competitive challenges for corporate positioning. For
these reasons, it is critical for individuals to develop skills in communication to effectively
handle conflict in a wide variety of workplace situations. Because conflict management is
so vital for career success, every leader and manager must learn the skills for effectively
managing conflict in today’s workplace environment.

Learning Objectives:

By the end of this Workshop, delegates will be able to:

          Understand general causes of conflicts
          Know the effects of conflicts
          Understand conflict management styles
          Conduct effective negotiations and mediations
          Understand why conflict in the workplace happens
          Know how to change your perspective of conflict
          Identify the three most common workplace conflict situations
          Identify the five different ways people deal with conflict
          Use the "Everybody Wins" approach in a conflict situation
          Take personal responsibility for dealing with conflict, diversity, and
           disagreement
          Help employees and co-workers solve problems that affect their ability and
           willingness to do their jobs effectively
          Describe the benefits to individuals and the organization if daily performance
           problems are resolved effectively
          Apply the steps and techniques of the A.C.E. Model to solve tough workplace
           problems
          Gain the commitment of employees and co-workers to solve problems on their
           own (rather than expecting "others" to provide solutions)



Who should attend?

The programme is ideally suited to business professionals who want to positively and
professionally deal with people, including those with whom they have had a problem in the
past.

Style of training:

Workshops are interactive with lots of group discussion, group presentations of ideas,
problem solving exercises, role-plays and action planning.
Subjects covered include the following:

      General causes of conflicts

                    1. Goal Conflict
                    2. Cognitive Conflict
                    3. Affective Conflict
                    4. Procedural Conflict

      What is a difficult person?
      Each individual’s role in determining a harmonious and peaceful work environment
      Encourage open discussion of differences
      Values and valuing differences
      Recognizing conflict and potential conflict situations
      Emphasized communication skills
      Importance of assertiveness
      Influencing power and skills
      Taking responsibility as appropriate
      Proactive steps to problem resolution
      Dealing with a difficult boss, colleague, employee
      Recognizing the strengths and weaknesses of all, including self

								
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