There are difficult people everywhere, and everyone has to deal with them. There will always be coworkers, managers, or customers who push you over the edge. The good news is that you don’t have to be their victim. And while you can’t change difficult people, you can communicate with them in such a way they change themselves.
At the end of this class you will be able to:
- recognize the common types of difficult people and your reactions to them.
- name their behavior--then coach their behavior.
- control yourself--make sure you are not adding to the problem.
- break down specific 'difficult' behaviors--and respond assertively to them.
- lead them, motivate them, calm them down and not engage in their unproductive emotion.
- bring out the best in your most 'difficult' people.
Topics that will be covered:
- Challenging’ people vs. ‘difficult’ people
- The Ten Most ‘Difficult’ Behaviors
- Understanding the Four Intents of behavior
- What to do when those Intents are threatened
- How to avoid being ‘trapped’ by their behavior
- Blending and Redirecting
- Listen to understand—and speak to be understood
- Have the ‘courageous conversation’ to positively influence your ‘difficult person’
Prerequisites: Individuals who must build productive working relationships with others or are dealing with difficult relationships in the workplace.
Advanced Preparation: There is no advanced preparation for this course.
Competencies: Communication Skills, Interpersonal Agility
Delivery Method: Group-Live
Program Level: Overview
Recertification Credit Hours: 3.5
Specified Credit Hours: HR
“The use of this seal confirms that this activity has met HR Certification Institute’s® (HRCI®) criteria for recertification credit pre-approval.”
Professional Development Credits awarded: 3.5
||AAIM Employers’ Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
Recommended CPE Credits: 4.5
Fields of Study: Communications, Personal Development
Duration: Half-day – 8:00 am - 12:00 pm
Member Cost: $307; NonMember Cost: $407
For more information regarding refund, complaint and/or program cancelation policies, please contact AAIM’s Research and Solutions Team at 314-968-3600.