Achieving Success with Challenging Behaviours & Situations

Course Description

Are you seeking techniques to handle difficult workplace situations? Do you have colleagues, employees, or leaders who are challenging to interact with? Do you notice that others become defensive when you bring forward concerns?

You may have limited authority over people you work with and can only use your communication skills to influence others. You can’t change working relationships by trying to control other people’s behaviour, but you can by changing yourself in relation to them. You can place your energy in blaming and complaining about someone, or you can use it to become very skillful. Join us for an opportunity to explore and practice with new tools to find more successful ways of interaction through advanced listening and speaking skills.

Participant Outcomes

Upon successful completion of this course, you will be able to:

• Recognize the value of conflict
• Understand and identify the motivators of others to develop lasting solutions
• Influence successfully in all situations
• Work with others to create new options to old problems
• Add tools to your tool kit to manage the pitfalls of difficult workplace interactions

Course Content

Prework

• Complete TKI & Listening Inventory

Module 1

• Understanding the value of conflict
• Understanding Emotions through Neuroscience
• Explore Needs/Interests/Motivators

Module 2

• Debrief the Listening Inventory Results
• Debrief the Conflict Styles Instrument Results

Module 3

• Recognize skills for Overcoming Resistance
• Experiment with skills for managing resistance and listening actively

Module 4

• Discover how Skillful Language can influence
• Experiment with skills for effective Influencing
• Identify Tools for Brainstorming solutions