Dealing with Difficult Behaviors
One of the greatest causes of workplace stress is dealing with “problem” people: customers, co-workers, employees or managers. Most peoples’ reaction is to “fight fire with fire,” escalating an already tense situation. Through the use of self-assessments, strategy planning exercises and skill-building exercises participants will learn to focus on the behavior and not the person and respond in an effective manner which not only handles the situation, but also maintains dignity and professionalism.
- Realizing My Reactions
- Keeping the Discussion Issue-focused
- Determining Which Behaviors to Address, Which to Ignore
- Confronting Someone About Inappropriate Behaviors
- Responding Neutrally to Emotionally-charged Messages
This four-hour program is targeted for all professionals in an organization.
We can tailor this program and deliver it on-site for your employees and leaders.
Kent State facilitator Deborah Easton has been a communications coach for 30 years, and provides audiences with practical and effective advice for communicating with colleagues, customers and direct reports.
"Amazing passion for the content, fantastic energy level!"
Dan Weiss, Talent Acquisition Specialist, American Greetings