customizable courseware

Conflict Resolution:Dealing with Difficult People

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Agenda8:30-8:45 Session One: Introduction and Course Overview8:45-9:00 Icebreaker: Scrap It!9:00-9:15 Session Two: Reciprocal Relationships9:15-10:00 Session Three: Dealing with Change10:00-10:15 Break10:15-10:30 Session Four: The Agreement Frame10:30-11:00 Session Five: The Ten Commandments of Change11:00-11:45 Session Six: Preventing Problems11:45-12:00 Morning Wrap-Up12:00-1:00 Lunch1:00-1:10 Energizer: Tri-Dents1:10-1:30 Session Seven: Dealing with Problems1:30-1:45 Session Eight: Causes of Difficult Behavior1:45-2:00 Session Nine: The Five-Step Process2:00-2:15 Break2:15-3:15 Session Ten: Changing Yourself3:15-3:30 Session Eleven: Why Don’t People Do What They Are Supposed To?

3:30-4:00 Session Twelve: Managing Anger4:00-4:15 Session Thirteen: De-Stress Options You Can Use Right Now!4:15-4:30 Workshop Wrap-Up

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Session One: Course Overview

• Recognize how your own attitudes and actions impact on others

• Find new and effective techniques for dealing with difficult people

• Develop coping strategies for dealing with difficult people and difficult situations

• Identify those times when you have the right to walk away from a difficult situation

• Learn some techniques for managing and dealing with anger

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Session Two: Reciprocal Relationships

• Interpersonal relationships have a reciprocal quality about them.

• In a relationship with another person our expectations are likely to be a self-fulfilling prophecy.

• Expect more and you get more, especially if you are clear at the outset what your expectations are.

• Be aware of and on the look out for destructive cycles in your conversations with clients, and initiate a break from that cycle. Not

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Session Three: Dealing with Change

• Why do employees/clients resist change?• What are the negative aspects that you, and

they, must be aware of?• How can you make the change a more

positive experience for everyone, both you and the employee/client?

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Session Four: The Agreement Frame

The Agreement Frame is made up of three phrases you can use in any communication to respect the person you are disagreeing with, maintain rapport, share with him/her what you feel is true, and yet never resist his/her opinion in any way.

• I appreciate and…• I respect and…• I agree and…Not

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Session Five: The Ten Commandments of Change

1. Expect the best.2. Listen before talking; think before acting 3. Get to the point. 4. Change what they do, not who they are. 5. Model the behavior you desire.6. Adapt your approach to the person.7. Provide for dignity and self respect.8. Appeal to self-interest9. Rejoice at success10. Cut your losses with remorse, not guilt.Not

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Session Six: Preventing Problems

• Use empathy.• Rephrase before answering.• Check back to be sure the individual is

satisfied with your explanation.

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Session Seven: Dealing with Problems

• Assess the situation• Meet the difficult behavior head-on• Stay calm and objective• Be up-front• Make it a two-way conversation• Put yourself in their place• Be flexible• Be tolerantNot

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Session Eight: Causes of Difficult Behavior

• Fear of failure• Fear of humiliation or embarrassment• Fear of losing power• Fear of rejection

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Session Nine: The Five-Step Process

• Step One: Determine your involvement• Step Two: Understand the other person• Step Three: Influence his/her attitude• Step Four: Resolve the problem• Step Five: Recover and go on

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Session Ten: Changing Yourself

• Put yourself in charge of you.• Self-talk.• Be in control.• Work on your sense of humor. • Have a support team.

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