Conflict Resolution – Dealing With Difficult People

Duration: Offered as a 90 minute webinar or 2 days in class

Course Overview

We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone.
Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this course, you will learn how to turn difficult situations into opportunities for growth.

Learning Objectives

  • Recognize how your own attitudes and actions affect others
  • Find new and effective techniques for dealing with difficult people
  • Learn some techniques for managing and dealing with anger
  • Develop coping strategies for dealing with difficult people and difficult situations

Course Outline

1. Course Overview

2. Conflict as Communication

  • Defining Conflict
  • Self-Assessment

3. Benefits of Confrontation

4. Preventing Problems

5. Getting Focused

  • Getting to the Heart of the Matter
  • The Three F’s

6. Managing Anger

  • Coping Strategies
  • Guidelines for Assertive Anger

7. Dealing with Problems

  • Dealing with Problems
  • Causes of Difficult Behavior

8. The Three-Step Conflict Resolution Model

  • The Three-Step Model
  • Getting the Hang of Things

9. Practice Makes Pretty Good

10. Changing Yourself

  • Negative vs. Positive Interactions
  • Dealing with Negative Feelings

11. Why Don’t People Do What They Are Supposed To?

12. De-Stress Options to Use When Things Get Ugly

13. Personal Action Plan