| DEALING EFFECTIVELY WITH DIFFICULT EMPLOYEES
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EXECUTIVE SUMMARY:
Difficult employees present a special challenge, undercutting productivity and morale and draining supervisors' and managers' time and energy. Prevention strategies are presented focusing on boosting motivation to prevent difficulty from developing. Intervention strategies are also presented to limit the negative impact of the difficult employee and begin to turn them around or facilitate their leaving.
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DETAILED SUMMARY:
The workshop addresses a wide range of topics, including listening and feedback skills, understanding and resolving conflicts, work behavior styles, motivation and problem solving. The strategies focus primarily on dealing with employees, but also help in dealing with a wide range of difficult people; from customers to co-workers or supervisors.
The focus of the workshop is on understanding why people act in a difficult way and how to reduce the negative impact of the difficult person's behavior. The design can be adapted to build on prior interpersonal skills training the participants have received, making this an "advanced" program.
Workshop Goals:
- Identify what leads to people acting "difficultly"
- Develop strategies for changing or managing the behavior of difficult people
- Develop strategies for defusing emotionally charged situations
- Develop strategies for managing/changing their own emotional behavior when responding to emotional situations
- Communicate and problem solve with difficult people to resolve conflicts
Workshop Outline:
- Clarifying the supervisor's job in dealing with a difficult and emotional employee
- Understanding why people act difficult - what motivates them to act that way?
- Critical communication skills - listening and giving feedback
- Conflict management:
- How to approach and change/manage a difficult employee
- How to defuse and successfully manage an emotional situation
- How to move towards problem solving
- Case studies / role play / worksheet for a real person on the job
- Handling your own emotions: how you respond to difficult and emotional people and how can you deal with this more effectively?
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