Sometimes people behave in ways that become difficult for the rest of us. It can be a customer, coworker, subordinate or superior. Whether it's occasional, chronic or somewhere in between, the key is learning what to say or do to neutralize the behavior while still maintaining relationships.
Using a variety of learning tools, participants will practice how to efficiently and effectively address difficult behavior in one's own environment. Practical tools and concrete language will be offered to responding to some of the most common difficult workplace behaviors.
All participants receive a handy tip sheet for responding to some of the most common difficult behaviors.
Who Should Attend
- Anyone experiencing difficult behaviors in their work setting
- People working in stressful, fast-paced or rapidly changing environments
- Managers, supervisors, and leads whose subordinates have clashing personalities
Learning Objectives
- Identify the most common difficult behaviors
- Pinpoint masked needs
- Select neutralizing responses
- Know when to use or avoid specific words
- Recognize our own problematic behavior
- Have tips for responding to specific behaviors -- alarming, back-sliding, clamming-up, excuse making, exploding, sneaking, stalling and more.