Handling Difficult People Webinar

Learn to manage difficult colleagues with gloves — kid gloves, not boxing gloves. Having even one difficult person in your department can tax your restraint and deplete the time and energy you need to supervise your team. “Handling Difficult People” teaches you how to manage challenging colleagues without sacrificing everyone else to the process. This workshop is designed to help you learn to recognize difficult behavior before it gets out of hand and to understand why difficult people behave the way they do. You’ll work with a three-part problem-solving model and study a five-step process for initiating the dialogue through to planned resolution. And you’ll leave with an action plan to address specific situations in your workplace.
Highlights

• Problem solving step process for handling difficult people
• Effective communication techniques including active listening and phraseology
• Scripting what you say to prepare to engage with a difficult person
• Emotions and their impact: mine and theirs