Managing and Working with Difficult People Simulation

Overview/Description
 We all have worked with at least one difficult person in our careers. That person who grates our nerves, makes us cringe, and infuriates our sense of work-place ethics and decorum. They rant; they blame; they hide; they lie. It seems sometimes as if they make it their duty to make our lives miserable, but what can we do to protect ourselves from the mayhem they cause? What actions and strategies can we employ to harness their personalities and encourage their strengths? This simulation will help you practice just those skills. You have just been appointed as Project Manager for creating your product's Version 2.0. You are taking over these duties from another manager who is being reassigned. As you will soon find out, the project is severely behind schedule and the holiday release date is threatened. Your team members represent all departments involved in the project and consequently, many different types of personalities. Your job is to get recommended solutions and prepare a presentation of those suggestions. However, just asking what they think will not be enough to compile the data you need. You must modify your tactics for each individual to ensure your success. The simulation is based on the SkillSoft series Managing and Working with Difficult People and contains links to the following SkillSoft courses: COMM0161, COMM0162, COMM0163, and COMM0164.

Target Audience
 Managers, team leaders, supervisors, and anyone who's had to work with a difficult person.

Expected Duration
0.5 hours

Lesson Objectives:

Managing and Working with Difficult People Simulation

  • modifying your tone to compliment a difficult person's communication style.
  • demonstrating reserve when responding to negative presumptions and biased accusations.
  • effectively confronting a difficult person and stating facts.
  • completing documentation on a difficult person's inappropriate behavior.
  • experimenting with possible solutions to help teach a difficult person.
  • examining a situation without bias to uncover motive.
  • asking open-ended questions to encourage communication.
  • using appropriate coping strategies when dealing with difficult people.
  • using positive reinforcement to encourage future desired actions.
  • developing and practicing a coping plan.

    • Course Number: COMM0160