The 411

October 12-13, 2023
9:00 a.m. - 12:30 p.m.

ONLINE

$750 (+hst)
Discounts available.

Meet the Instructor

Maria Sowden

Maria Sowden-Weingarden is a CEC Associate and President of TEMAS (Training Executives, Managers and Staff), which was founded in 1985.

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Testimonials

"I really enjoyed your course. Out of the many work-related courses I have taken over the past six years, this has been the best one. The material was very interesting and relevant to participants. I learned a lot about myself and you effectively sustained my attention"

"Most courses that I have taken are somewhat forgotten with the day-to-day activities, but your course has left me inspired to do a great job. Thank you!"

G071
COMMUNICATING AND SUCCEEDING
WITH DIFFICULT PEOPLE

WHY SHOULD YOU ATTEND?

Everyone encounters difficult people. Regardless of your job or the organization to which you belong, sooner or later you will encounter difficult people. They come in every variety and no workplace is without them. In an ideal world, difficult behaviours have no place at work. However, in reality, dealing with difficult individuals is something most of us face as part of our everyday work life. The stress of communicating with and handling these people and the difficult situations that can arise often creates a lack of productivity, poor attitude, low morale and can contribute to absenteeism.

Fortunately, we can learn communications and other basic skills that can make working in these circumstances less stressful. Dealing with difficult people takes patience, good communications, some understanding on our part and a willingness to assume some responsibility. By the end of this program, participants should understand how the can better manage their relationships with challenging people and have a set of techniques they are ready to try.

WHAT WILL YOU LEARN?

The workshop will focus on:

The key role of communication in dealing with difficult individuals
Specific communications techniques and how to use them
Recognize that conflicts can be resolved positively with knowledge, communication and related skills
Analyze one of your own conflicts to understand how you can resolve it constructively
Identify the causes of conflict
Recognize the barriers and bridges to conflict resolution
Understand the types of people and behaviours that ignite conflict in you
Transform a negative conflict into a positive resolution
Distinguish between defensive and solving responses to conflicts
Identify passive, aggressive and assertive behaviours
Say no appropriately
Give and receive feedback
Apply assertive techniques to solve conflict
Know how to use a four-step problem-solving strategy
Learn a variety of tips and strategies to use in resolving conflicts
Resolve a variety of conflicts frequently found in the workplace
Develop an action plan for continued personal improvement

WHAT WILL YOU TAKE AWAY?

Workbook with checklists
Exercises and handouts

PROFESSIONAL COMPETENCIES

Values and Ethics: Serving through integrity and respect
Engagement: Working effectively with people, organizations and partners

Agenda
8:45 - 9:00	Introductions and Workshop Overview
9:00 - 10:00	Introduction to Conflict Using key words to define what it is Conflict and you in the workplace - A questionnaire Conflict: What does it mean to you? Reflecting on difficult situations Characteristics of conflict Identifying early warning signs Defensive vs solving responses. Finding solutions instead of blaming.
10:00 - 10:15	Break
10:15 - 10:30	Group Exercise: Causes of Misunderstanding Participants will be divided into small groups. Each group will brainstorm possible causes of misunderstanding.
10:30 - 11:20	Conflict Attitude Quotient Participants will be asked to complete a questionnaire to help them identify their basic beliefs and attitudes about conflict and differences. Exercise: Who Really Got to You Discussion: How can this information help you? What can you do with this knowledge? Exercise: Negative and Positive Participants to write out barriers and bridges to conflict. Plenary discussion.
11.20 - 12:00	Four Components Critical to Resolving Conflict Positive Flow of Conflict
12:00 - 12:45	Lunch
12:45 - 13:30	Behaviour Styles Identify 3 barriers to self-assertiveness Share 3 myths surrounding assertiveness Defining assertive behaviour Exercises: Self-Assessment Questionnaire and Assertiveness Inventory
13:30 - 14:15	Give and Take of Assertiveness The Give: Thoughts/feelings/opinions The Take: Listening non-defensively Description of Passive and Aggressive Behaviour Components that affect our behaviour and how it affects others
14:15 - 14:30	Break
14:30 - 15:00	Exercise: Practice Give and Take:
15:00 - 15:30	Giving Feedback Tips and Techniques on how to give feedback Exercise: Scripting Assertive Responses for 10 situations
15:30 - 16:15	Case Studies: Small-group exercise plus plenary debriefing Action Plan: Participants will complete personal action plan
16:15 - 16:30	Wrap-up and Workshop Evaluation Participants will complete a short evaluation