Fundamentals of Working with Difficult People Part 1

Duration: 22.0

To improve the organizational dynamics in your workplace, you need to start with the individual, which means you need to be able to recognize and work with different individual behaviors, attitudes, and perceptions. In this course, you will learn about variables and characteristics that influence an individual's behavior, attitudes, and perceptions in the workplace, and how these can affect performance. The course also demonstrates how you can improve the attitudes, perceptions, and behaviors of employees at an individual level within your organization.

recognize how biographical characteristics and abilities affect an individual's performance within an organization
match personality traits to expected individual's performance within an organization
determine the factors driving an individual's perceptions in the workplace
recognize ways to improve an individual's perceptions in an organization
determine the factors influencing an individual's attitude towards work
identify the appropriate actions to take to improve an individual's attitude towards work

Difficult People: Why They Act That Way and How to Deal with Them

Duration: 31.0

Anything taken to an extreme can be a liability, and this is true of human behavior. While confident, cautious, or energetic people can be perfectly tolerable in small doses, they can also be annoying or problematic when their behavior is over-the-top. Then there are people who are just plain negative - their glass is always 'half empty.' While occasional griping is acceptable, negativity can wear you down.Certain situations trigger extreme behaviors that might be moderated otherwise. And, your own emotional state might be such that your tolerance for any extreme is low. All sorts of situational and personal circumstances can make a somewhat difficult person into an extremely difficult person in no time.

recognize the characteristics of difficult people "types"
describe the motivations of people who exhibit dominant-controlling behavior
respond effectively to a dominant-controlling person
recognize what motivates people who exhibit analytical-obsessive behavior
predict analytical or obsessive behavior based on typical root causes
identify motivations behind the behavior of expressive-impulsive people
identify appropriate strategies for dealing with expressive-compulsive people
recognize the traits exhibited by skeptical-negative people
use strategies to deal effectively with skeptical-negative people
respond effectively to difficult people by understanding the motivations underpinning their behavior

Difficult People: Strategies to Keep Everyone Working Together

Duration: 31.0

While it's best to get personally fit for dealing with difficult people – that is, managing your own emotions and using self-management techniques, there are interpersonal strategies and skills you need when you engage and work with a difficult person.By learning how to focus on goals, give feedback, and manage conflict, you can work with difficult people more effectively.

recognize interpersonal strategies that help you work with difficult people
choose ground rules that will help redirect the behavior styles of difficult people
direct difficult behavior toward desired goals
choose the appropriate time and conditions for giving effective feedback
identify appropriate strategies for delivering feedback
follow appropriate steps to manage conflict with a difficult person
use interpersonal skills and strategies when working with difficult people