Have you avoided a meeting to dodge another conflict, or let someone push your buttons and regretted it later? This 60-minute webinar on dealing with toxic people at work shows how to stay composed and assertive with difficult customers, co-workers and others.
You'll learn the four types of attitudes and how they develop, then eight common types of difficult people, from the avoider to the complainer, the know-it-all, the intimidator and the gossiper, and the payoff behind each behavior.
The session covers verbal and non-verbal de-escalation techniques, why a strategy that works on one person can backfire on another, and a three-step approach based on the S-O-S Principle for deciding what to do next.
WHY SHOULD YOU ATTEND?
Difficult relationships with a boss, colleague or client drain energy and spill into other parts of life. Avoiding the problem is usually the worst option. You can't change other people, but you can change how you respond.
This session suits HR professionals, health and safety and union representatives, supervisors, managers, directors and non-profit executive directors.
AREA COVERED
- Identifying and limiting the impact of difficult people before things escalate
- The four types of attitudes and how they develop
- Eight types of difficult people, from the avoider to the complainer
- Verbal and non-verbal techniques to de-escalate upset people
- Acting rather than reacting
- Handling the know-it-all, the intimidator and the gossiper
- Knowing the payoff: why one strategy can fail with a different person
- A 3-step approach based on the S-O-S Principle
- Ways to stay more positive and optimistic
LEARNING OBJECTIVES
- Limit the impact of difficult people to prevent escalation
- Distinguish the four types of attitudes
- Recognize eight types of difficult people and the payoff behind each
- Use verbal and non-verbal techniques to de-escalate tense situations
- Act rather than react when someone pushes your buttons
- Apply the 3-step S-O-S Principle to choose a course of action
WHO WILL BENEFIT?
- Human Resources Professionals
- Health and Safety Reps
- Union Reps
- Supervisors, Managers, Directors (Team Leads)
- Executive Directors Not-For-Profit
Difficult relationships with a boss, colleague or client drain energy and spill into other parts of life. Avoiding the problem is usually the worst option. You can't change other people, but you can change how you respond.
This session suits HR professionals, health and safety and union representatives, supervisors, managers, directors and non-profit executive directors.
- Identifying and limiting the impact of difficult people before things escalate
- The four types of attitudes and how they develop
- Eight types of difficult people, from the avoider to the complainer
- Verbal and non-verbal techniques to de-escalate upset people
- Acting rather than reacting
- Handling the know-it-all, the intimidator and the gossiper
- Knowing the payoff: why one strategy can fail with a different person
- A 3-step approach based on the S-O-S Principle
- Ways to stay more positive and optimistic
- Limit the impact of difficult people to prevent escalation
- Distinguish the four types of attitudes
- Recognize eight types of difficult people and the payoff behind each
- Use verbal and non-verbal techniques to de-escalate tense situations
- Act rather than react when someone pushes your buttons
- Apply the 3-step S-O-S Principle to choose a course of action
- Human Resources Professionals
- Health and Safety Reps
- Union Reps
- Supervisors, Managers, Directors (Team Leads)
- Executive Directors Not-For-Profit