Fundamentals of Working with Difficult People Part 2

Duration: 30.0

Though valuable, feedback can be hard to accept. This course covers the value of feedback and how it differs from praise. You'll also learn how to manage your reactions and response to feedback, and how to use it for professional growth.

• recognize the value of constructive feedback
• recognize the differences between constructive feedback, praise, and criticism
• identify how to manage your negative reactions to receiving feedback
• recognize how to respond appropriately to feedback
• identify ways of using feedback for professional development
• use techniques to reap the benefits of feedback
• reflect on what you've learned

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

Duration: 25.0

Any time two or more people are gathered in one place, conflict will inevitably follow. The workplace is no exception. It’s how you manage workplace conflict. There are many valid approaches to managing conflict, but ignoring it is the one guaranteed not to work. Resolving conflict is an important interpersonal skill that, with practice, can diffuse difficult situations at work. In this course, you’ll learn some of the major sources of workplace conflict. You’ll learn how to recognize your own conflict style and how to work toward conflict resolution. You'll also learn strategies and approaches to conflict management and working with difficult people.

• Discover the subject areas that will be covered in this course
• Identify common styles of handling workplace conflict
• Recognize methods for adapting your style as needed in response to a conflict situation
• Identify the most appropriate conflict style for a particular situation
• Identify mindsets for confronting conflict
• Recognize tactics for dealing with difficult people in a conflict situation
• Knowledge Check: Handling Workplace Conflict