Difficult People in the Workplace

Overview/Description
 Do you grind your teeth in frustration each time you have to work closely with someone who drives you batty? Do you have to put up with difficult people at work on a regular basis? Has your physician told you that your blood pressure is at an all-time high? If you answered "yes" to any of these questions, it's probably time for you to learn to deal with difficult people at the office. This course will guide you in your journey to coping effectively with difficult people. You'll learn step-by-step methods and processes to help you identify difficult people to cope and communicate with them. With the help of this course, you'll no longer have to be frustrated or intimidated by difficult people.

Target Audience
 Business professionals, managers, executives, front-line workers

Expected Duration
3.5 hours

Lesson Objectives:

Identifying and Coping with Difficult People

  • recognize the importance of identifying difficult people at work.
  • identify questions to ask to determine if someone is a difficult person.
  • analyze a business scenario and determine whether the difficult boss has been effectively dealt with.
  • apply appropriate strategies for dealing productively with a difficult employee in a business scenario.
  • determine if you are the difficult person.

    • Coping Strategies for Dealing with Difficult People

  • recognize the importance of learning coping strategies for dealing with difficult people.
  • determine whether someone will be successful in planning ahead for coping with a difficult person in a business scenario.
  • match four common types of defensive behavior with corresponding statements.
  • apply steps for responding nondefensively in a business situation.
  • match methods for getting the best from difficult people at work with corresponding examples.

    • Communicating with Difficult People

  • recognize benefits of communicating effectively with difficult people.
  • match different types of communication styles with corresponding descriptions.
  • analyze a business scenario to determine if employees will be able to communicate successfully with difficult co-workers.
  • match four guidelines for speaking to be heard with corresponding examples.
  • match body language and facial expressions with their associated meanings.
  • analyze a business scenario to determine whether someone effectively used active listening strategies.

    • Course Number: COMM0161