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Conflict Resolution: Dealing with Difficult People

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Conflict Resolution: Dealing with Difficult People

[ZNVConfResDifficult]

Price: $ 59.95+GST

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.

Table of Contents

Conflict Resolution – Dealing With Difficult People

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

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

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

12. Personal Action Plan

13. Recommended Reading List

14. Post-Course Assessment