Communicating w Difficult People Working with Difficult Employees

Training Provided by 123-CBT Computer Based Training Communicating with Difficult People: Working with Difficult Employees offers the student an overview of the information required to identify, address, and discipline employees who display difficult behavior. The program details characteristics and sources of difficult behavior, effective techniques to prevent difficult behavior in the workplace, and proper communication methods to build better relationships with difficult employees.

Learn To

• Recognize the four types of difficult personalities.
  
• Apply the proper motivational techniques for each personality type.
  
• Differentiate between supportive and defensive language.
  
• Apply the HELP acronym to prevent negative situations caused by difficult behavior.
  
• Recognize potential obstacles to communicating effectively.
  
• Discipline a difficult employee by applying the correct process.

Audience

Managers, facilitators, team leaders, and professionals who need to handle situations with difficult employees, co-workers, or superiors.

Deployment Options

Accreditation

NASBA credits: 3 CPE Credits

PDU credits: 3 PDUs

CEU credits: 0.30 CEUs

Language Options

US English

Total Learning Time

2 to 4 hours

Objectives

Unit 1: Identifying Difficult Employees (0.5 - 1 hour)

• Select examples of difficult behavior.
  
• Differentiate among the three types of difficult employees.
  
• Identify the characteristics of difficult behavior.
  
• Recognize causes that make regular people become difficult employees.
  
• Identify the characteristics that comprise the two main sources of difficult behavior.
  
• Identify the steps that make up the HELP acronym.
  
• Apply the HELP acronym to prevent negative situations caused by difficult behavior.
  
• Simulation Overview:
  
• In this simulation, you will be meeting with John Laforge, one of your employees in the Accounting Department. John's work has been inconsistent lately, and he often seems indifferent to the work he is assigned. His co-workers have been noticing his apathy, and a comment from one of them recently caused John to lose his temper. As John's supervisor, you must discuss the situation with him and identify the difficult behavior. In addition, you must attempt to pinpoint the reasons for his behavior and take steps to prevent the difficult behavior from continuing.

Unit 2: Addressing Difficult Employees (0.5 - 1 hour)

• Identify the four types of difficult personalities.
  
• Evaluate a difficult employee's personality.
  
• Identify three reasons why some managers avoid addressing difficult employees.
  
• Apply the proper motivational techniques for each difficult personality type.
  
• Simulation Overview:
  
• In this simulation, you will be meeting with three members of your Marketing Department Colleen Ford, Terry Jones, and Susan Cole. Three weeks ago, the three of them were assigned to prepare for Icon's appearance at an u

  This is primarily online training This is an online eLearning or CBT training program This program may be available on CD Contact 123-CBT Computer Based Training for more information

  Training Presented in: English

Communicating w Difficult People Working with Difficult Employees --

About The Training Provider: 123-CBT Computer Based Training

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