Global Contact Center

Conflict Resolution – Dealing with Difficult People Course

£199.95

Quantity
Category:

Dealing with difficult people is something that most of us will experience at one time or another in our lives. We may encounter people who are inconsiderate, stubborn, indecent, unhappy, angry, or passive-aggressive. These encounters may happen only once with an individual, or we may have ongoing issues with people who behave in these ways. How should we act when this occurs? And what should we do when these people are our employees?

If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can have more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth.

While this workshop is aimed at supervisors who interact with difficult employees, the information and activities can be helpful for dealing with difficult people in other situations as well.

Topics covered in this one-day Conflict Resolution workshop include: how to recognize how their own attitudes and actions impact others, effective techniques for dealing with difficult people, strategies for dealing with anger, and how to cope with the difficult people and situations.

Download this complete courseware training package, and with minimal preparation you’ll be positioned to begin teaching Dealing With Difficult People immediately. Your one-time purchase grants you customizable, easy-to-use training materials and unlimited print-on-demand privileges. Add Conflict Resolution: Dealing with Difficult People, today!

 

Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Conflict as Communication

Defining Conflict

Self-Assessment

Session Three: Benefits of Confrontation

Session Four: Preventing Problems

Session Five: Getting Focused

Getting to the Heart of the Matter

The Three F’s

Session Six: Managing Anger

Coping Strategies

Guidelines for Assertive Anger

Session Seven: Dealing with Problems

Dealing with Problems

Causes of Difficult Behavior

Session Eight: The Three-Step Conflict Resolution Model

The Three-Step Model

Getting the Hang of Things

Session Nine: Practice Makes Pretty Good

Session Ten: Changing Yourself

Negative vs. Positive Interactions

Dealing with Negative Feelings

Session Eleven: Why Don’t People Do What They Are Supposed To?

Session Twelve: De-Stress Options to Use When Things Get Ugly

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

 

 

What you get:

Learner/Instructor Guide

OurLearner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do thiswe offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.

 

Quick Reference Guide

Quick Reference Guides are a favourite tool for trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.