Course Title: MANAGEMENT: DEALING WITH DIFFICULT EMPLOYEES

Location: On-site (at customer’s location)

Course Description:
Most managers spend way too much time dealing with difficult employees, which include aggressors, loudmouths, whiners, saboteurs, know-it-alls and others. Chances are that 20% of your employees cause 80% of your problems, and the time spent dealing with them cuts into productivity. This keeps managers from focusing their energies on getting the best possible performance out of the work group. Dealing with these personalities can be very exhausting, and left alone, can seriously affect an organizations bottom line.

This class teaches the skills necessary for recognizing difficult personality types, how to deal with them effectively, how to offset difficult situations, and how to dissolve barriers by exploring the main causes of employee frustration and anger.

Participants will learn the most effective strategies for:

• Identifying difficult behavior types.
• Communicating effectively with difficult personalities.
• Turning negative situations into positive ones.
• Change behaviors of others by active listening.
• Defusing anger, irritation and confrontational situations.
• Staying calm and confident when under pressure.
• Focusing on fixing the problem – not placing the blame.
• Making empathic responses to someone’s concerns.
• Convincing others that you are ready, willing, and able to help them.
• Making people your “partners” in finding a satisfying solution.
• Dealing with cumulative stress and frustration.
• Documentation

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