Positive Approaches to Difficult People
September 24 - 25, 2008 8:30 AM - 4:00 PM Instructor: Patricia Lavach Virginia Beach, VA $525 October 27 - 28, 2008 8:30 AM - 4:00 PM Instructor: Berri Wells Washington, DC $545 January 15 - 16, 2009 8:30 AM - 4:00 PM Washington, DC $545 April 7 - 8, 2009 8:30 AM - 4:00 PM Kansas City, MO $545 April 8 - 9, 2009 8:30 AM - 4:00 PM Instructor: Mary Harris Washington, DC $545 April 13 - 14, 2009 8:30 AM - 4:00 PM Instructor: Miriam (Mimi) Kimball New York, NY $545 April 15 - 16, 2009 8:30 AM - 4:00 PM Instructor: James Delia San Francisco, CA $545 May 11 - 12, 2009 8:30 AM - 4:00 PM Philadelphia, PA $545 June 10 - 11, 2009 8:30 AM - 4:00 PM Washington, DC $545 June 30 - July 1, 2009 8:30 AM - 4:00 PM Instructor: Robert Schout Albuquerque, NM $545 July 20 - 21, 2009 8:30 AM - 4:00 PM Atlanta, GA $545 July 27 - 28, 2009 8:30 AM - 4:00 PM Chicago, IL $545 August 20 - 21, 2009 8:30 AM - 4:00 PM Instructor: Sharon Bock San Diego, CA $545 September 17 - 18, 2009 8:30 AM - 4:00 PM Washington, DC $545 September 23 - 24, 2009 8:30 AM - 4:00 PM Virginia Beach, VA $545
Overview:
Don't let "difficult" people ruin another day! Learn approaches for maintaining your composure, methods for clarifying underlying issues, and strategic questioning and listening techniques to discover what motivates difficult people. Leave the course refreshed and prepared to minimize the negative impact of difficult personalities in your work environment.
Who Should Attend?
Employees who deal with difficult customers, clients, bosses, co-workers or employees.
Additional Information:
Distance Education Option: Assertive Supervision (SUPV7002N) . View Course Selection Guides .
Objectives:
Interact more effectively with difficult people Assess your own personality and behavior styles Deal effectively with criticism Recognize conflict-inducing behaviors Utilize a six-step technique to develop assertive responses Identify the eight types of difficult people Identify positive strategies for dealing with challenging personalities
Syllabus:
Syllabus -- Positive Approaches to Difficult People, COMM7009D, Grad. School, USDA
Day one of two:
Define "Difficult People"
Difficult Styles - Strengths and Weaknesses
Communication Barriers
Art of Criticism - Giving and Taking
Day two of two:
Overcoming Conflicts
Styles of Communicating
Developing Assertive Responses
Behavior Styles of Difficult People
Positive Strategies to Reduce the Impact of Difficult People