Navigating Difficult People

Two Day Class OverviewAfter participating in this class, learners will be able to:Identify work-related situations in which they encounter difficult peopleDescribe the words and actions demonstrated by difficult peopleExplain the impact that difficult people and situations have on learners and the quality of their workDetermine the root causes for challenging behaviors and interactions and how this information can help learners respondCreate a step-by-step plan for how to respond to a difficult person or work situationMaintain more control of learner emotional reactionsConstructively respond to anger in othersEmpathize with others and develop greater understanding about the perspectives of those with whom learners experience these challengesUse constructive feedback to effectively share learners’ reactions to and perceptions of their difficult encountersDemonstrate active listening to create greater shared understandingBuild or expand rapport and trust with coworkers to help minimize interpersonal difficultiesShow respect and appreciation for coworkers and their perspectives to reduce challenging work relationshipsMap what learners can control, influence, and must accept or overcome in difficult situations involving othersIntentionally select which of five optional reaction styles fit any give difficult interpersonal conflictIdentity common ground, when it exists, and then create resolutions to interpersonal conflictsKnow when to involve a third party to help create or mediate solutionsDemonstrate tact within learners’ conversationsBetter understand the role of body language or nonverbal behaviors during difficult conversationsManage coworkers’ unwillingness to consider others’ opinions and ideas Up to 30 students Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.Questions? Contact our training coordinator via email or phone at (202) 843.5447.