Managing Difficult People Training

Conflict as Communication

• This lecture will help participants define conflict. Participants will also explore how conflict is a very normal part of healthy relationships. To wrap up the session, they will complete a self-assessment to help them analyze how they currently handle conflict and how they might be able to improve.

Benefits of Confrontation

• This session will give participants a framework for deciding whether or not to become involved in a situation. Participants will also identify some benefits that may arise if they do decide to get involved.

Preventing Problems

• There are several key ways that we can prevent problems from occurring. These methods will be examined in a lecture and in small group work.

Getting Focused

• If, as leaders, we are content to only deal with the surface issues, and we are afraid to dig and get at the deeper issues, we will not create a better workplace. This session will give participants some ways to get to the heart of a problem.

Managing Anger

• Too many people are angry! This session will give participants some guidelines for managing their anger, dealing with angry people, and using assertive anger.

Dealing with Problems

• n this session, participants will work in small groups to explore eight ways of dealing with problems.

The Three-Step Conflict Resolution Model

• During this session, we will look at a three-step process that can help participants resolve conflict. Participants will also have an opportunity to apply the model to a difficult situation.

Practice Makes Pretty Good

• In this session, participants will role play a difficult situation using the scenario from their pre-assignment.

 Changing Yourself

• Earlier we discussed how our attitudes and actions impact others. In this session, we will take a deeper look at how negative attitudes can cause negative interactions, and what we can do to turn those attitudes around.

Why Don’t People Do What They Are Supposed To?

• There are a million possible answers to this question, but we will discuss the ten most common reasons.

De-Stress Options to Use When Things Get Ugly 

• To wrap up the workshop, we will share six de-stressing techniques that participants can use when things get difficult.

Workshop Wrap-Up

• At the end of the day, students will have an opportunity to ask questions and fill out an action plan.