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Handling Difficult Personalities and Behaviors in the Workplace

Understand the different personality types and learn the methods for engaging in conflict productively.

Throughout our careers, we all have to deal with difficult people. Difficult people come in many shapes and forms: your boss, a co-worker, a client or customer, a competitor, or a critic. Difficult people can cause us stress, anger, or even fear which can limit our response and our ability to manage them. But when they are handled correctly, they can become a resource and our biggest supporter. People who can manage difficult people are valued and get more done. This material will help you learn how to manage difficult people and turn these tough encounters into positive opportunities. Review what you control when encountering difficult people. Explore four key behaviors that you can recognize in difficult people that will help you better understand and manage them. Finally, understand key strategies that you can implement in dealing with difficult people and learn actionable skills that you can use to manage and turn difficult people into your ally and be able to walk away with dignity.

Runtime: 93 minutes
Who is “Difficult” and Why?

“Difficult” means: Hard to deal with, manage, overcome, or understand. Keep in mind difficult can be subjective and in the eye of the beholder. There are some people that most everyone finds equally abrasive, volatile, even abusive.

Sometimes understanding what is behind “difficult” behavior, can help you deal with the situation more effectively. Common Factors Include:

  • The accelerated pace of change
  • Lack of manners
  • Increased diversity
  • Boring jobs
  • Lack of motivation
  • Stressful jobs/life
  • Personal problems
  • Cynicism
  • Conflicting goals
  • Inappropriate management

This course will teach you the essential skills to helping overcome and working with individuals that have difficult or disruptive personalities. Learn the fundamentals of what is proactive vs. reactive and how to utilize assertiveness in your communication style.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

It Starts With You: Preparing How to Handle Difficult People

  • Maintaining Your Dignity When Managing Difficult People
  • What You Have Control Over?
    • The Event + Your Response = Your Outcome
  • Creating Your Boundaries: What You Will and Will Not Tolerate
  • Being Nice vs. Being Kind

Why People Are Difficult - Understanding Difficult People's Behaviors

  • The Different Ways People Show up in Their Interactions With Others
  • The Four Key Behaviors of Difficult People and How to Understand and Manage Them
    • Blaming, Placating, Computing, Distracting

Taking Action With Difficult People

  • Selecting Your Strategy: 5 Styles to Engage and Manage Conflict and Difficult People
    • Forcing, Accommodating, Withdrawing, Compromising, and Collaborating
  • The Vital Skills You Need to Engage the Difficult Person
    • Modeling Good Behavior, Deep Listening, Humble Inquiring, Empathy
  • How to Engage the Difficult Person
    • How to Approach the Person
    • How to Listen and Identify Their Concerns
    • How to Find a Solution
    • How to Follow up and Prevent Future Confrontations
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

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No credit available.

OnDemand Webinar

This course was last revised on May 20, 2020.

Call 1-866-352-9540 for further credit information.

  • ASAP PACE 0.1
     
  • This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
     
  • IAAP 1.5
     
  • This course has been preapproved by the International Association of Administrative professionals for 1.5 recertification point(s).
     
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Adam Bowman, Psy.D., PHR, SHRM-CP

Adam Bowman, Psy.D., PHR, SHRM-CP

Dr. Adam Bowman

  • Partner and co-founder of the Conflict Resolution Professionals Group (CRPG), a conflict resolution and consensus building consulting firm that specializes in helping organizations to resolve conflict and build consensus through mediation, facilitation, training, coaching, consulting and team building
  • Some of his clients include Unity Worldwide Ministries, Ohio Historical Society, the Michigan Department of Environmental Quality (DEQ) and Dublin City schools
  • Develops, consults and facilitates leadership development programs for executive groups and management teams
  • Coaches executives, management teams, and professionals
  • Facilitator for Central Ohio ATD chapter leadership development special interest group
  • Adjunct professor at Grand Canyon University psychology graduate programs
  • Psy.D. degree in personal and organizational psychology, Touro University Worldwide
  • Can be contacted at 740-396-8847 and [email protected]
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Pay once and get a full year of unlimited training in any format, any time!

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* For audio recordings you only pay shipping

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Product ID: 407527
Published 2020
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