COURSE TITLE

DEALING WITH DIFFICULT PEOPLE: ACHIEVING GOALS WHILE WORKING WITH CHALLENGING PERSONALITIES

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OVERVIEW

 

This workshop encourages participants to stay focused on their service outcomes, rather than their feelings during a confrontation. 

 

LEARNING OBJECTIVES

 

Participants who complete this workshop will:

 

·                     Set service priorities and achieve goals.

·                     Learn the different characteristics of difficult people and how to work through their derailing behaviours.

·                     Understand the motivations behind the challenging behaviours to create a collaborative climate.

·                     Employ active listening techniques.

·                     Use phrases that get the most out of others.  Be part of the solution.

 

COURSE OUTLINE

 

 

1.       Introduction

·                     "Today, Tomorrow, Trends."  Self-Awareness and Interpersonal Communications.

·                     "Vantage Point."  This exercise uses feedback and self-reflection techniques.

 

2.       Job Purpose and Focus

·                     "Staying On Purpose."  What is your purpose and commitment to your job? How do others get in the way of that purpose?  Discuss the tools necessary to control derailing behaviours that interfere with job focus.

·                      "Agree, Disagree, Don’t Know."  This exercise asks participants to take a "stand" on various job beliefs.

 

3.       Understanding Self/Understanding Others

·                     "Personality Profile."  Identify yours and others' personality types.  Learn the tools to deal with the information, despite the manner in which the information was delivered.  Achieve success with other personality types.

·                      "Going Beyond the Call of Duty."  Recognize and monitor your style by working on a solution with similar and different personality types.

·                     "Rewording Negative Statements."  Participants are given a series of statements to consider and reword.

 

4.       Listening

·                     "Active Listening."  Interpret and stay open to information.  Make better and more informed decisions by hearing what others say and don't say.

·                      " Audio Test."  A look at Word Intonation and its impact on communication.  If you are not conscious of yours and others' tone, how much of the information is lost?

 

5.       Closure

·                      "Unstoppable Performance."  Looking ahead and keeping your stride.

·                     "Personal Action Plan."  Planning ahead for growth opportunities.

METHODOLOGY

 
  • Large group discussion and activities
  • Lecturettes
  • Individual work, reflection and exercises
  • Small group discussion, exercises and activities
  • Personality Type Indicator (Quiz)
  • Case studies / Critical incidents
  • Simulations / Role Plays / Practice

WHO SHOULD ATTEND

 
  • Front-line, Team Leaders, Managers and Supervisors

PRE-REQUISITES

 
  • None

DURATION

 
  • 1 Day

CLASS SIZE

 
  • 6 – 20