This course is designed to provide you with strategies and tools for dealing with individuals you manage that present “hard-to-work-with” behaviors.  In our fast-paced, global economy there are new, different and more frustrating behaviors to manage and re-direct, and this complicates a manager’s job.  An added element of difficulty is that there are more generations working together than any other time in history.  Generational concerns can often be misinterpreted as “difficult” behavior.  This is one more reason to explore the concepts offered in this course.


Managers often believe that the word difficult implies angry, aggressive employees.  You’ll learn the many different types of behavior that can cripple your team, and you’ll find new ways of communicating to maximize employee performance each day.


Dealing with Difficult People is a skills-based program which will enhance your use of the management resources that you’re already applying.  The learning methodology is centered around new performance measurements that you’ll practice through interactive group activities.


Accountability is a central tenet of all EDSI learning and development courses.  You’ll leave the class with an accountability plan that will augment your annual employee performance measurements, and the plan will help you reinforce the skills that you’ll need to practice in order to become more expert in your management communication.


Dealing with Difficult People will provide you with practical management tools and skills to use in your day-to-day interactions with individuals you manage.  This course provides an immediate return on your investment by delivering these variables:


  • You’ll identify the three major groupings of difficult behavior and the underlying source of the problem behaviors.


  • Situational behaviors that interfere with getting the job done will be discussed, and you’ll build instant recognition about the       behaviors that are impeding departmental performance.


  • Determining the appropriate strategy to use when confronting difficult people is one of the most useful tools you’ll gain.  This tool is especially helpful if conflict and confrontation are hard for you personally.


The Dealing with Difficult People  Model centers around the three most important ingredients to effect change in employee performance.


  1. Focus on Behavior. By focusing on an individual’s behavior (instead of the individual), you reduce the inherent defensive response.  Active listening immediately shuts down when someone is feeling defensive.  Learning the skill of applying behavior-based language in your day-to-day communication enables you to create a climate of trust and performance-focused feedback.  As a participant, you will chart the characteristic behaviors, needs and fears of the different types of difficult people.  Through interactive group exercises and individual input, you’ll practice sound sound techniques for responding to and giving feedback to each person.


  1. Future Tense Feedback.  Providing feedback about future performance and expectations enables you to measure the employee for growth and development.  When future tense feedback is built into your semantics, conversations with your direct reports is proactive and forward-looking.  This approach is valuable to both the employees you manage and to you as a manager.  Employees appreciate being trusted to change behavior and performance behaviors.  Managers learn to think about future results and how to maximize performance for tomorrow.


  1. Create Accountability.  Employees who own and comprehend the impact that their behavior has on their co-workers are the most accountable.  Through employing the skills of active listening, using greater clarity in speech and setting expectations, you’ll enable others to own their responses in tough and delicate situations.  An accountability plan is a formal piece of the workshop, and you’ll find this tool useful in both managing daily performance and in evaluating annual results.


Click Here for Objectives and Outcomes


View a Participant Workbook


1 Participant Workbook
1 Workshop Evaluations
1 Certificate of Completion


May only be acquired if the organization has purchased a license.

Price: $129.00


Call 800.282.3374 to order. We accept all major credit cards.