Course duration
- 1 day
Course Benefits
- Explain the role of personality in the workplace.
- Explain the impact of difficult personalities.
- Illustrate the communication process.
- Describe the effects of broken communication.
- Apply constructive feedback and conflict resolution skills in a variety of situations.
- Formulate a set of proactive boundaries and consequences for given workplace situations.
- Learn methods for handling conflict when it occurs.
Course Outline
- The Impact of Unhealthy Personalities
- Personality and Behavior
- Workplace Environment
- Performance and Morale
- Types of Environments
- Morale and Turnover
- The Role of the Supervisor
- The Cost of Turnover
- Legal Implications
- Bullying
- Hostile Work Environments
- Harassment
- Family Medical Leave Act
- Grievance Processes
- Hidden Costs to a Company
- Decreased Productivity
- Leaves
- Replacement Costs
- Image and Revenue
- The Benefits of a Healthy Environment
- Understanding People
- Personality Types
- DMS-IV Personality Types
- Recognizing Destructive Behaviors
- Personality Types
- Authoritarian
- Manipulator
- Pessimist
- Dramatic
- Hero Syndrome
- The Victim
- Lethargic
- Understanding Motivation for Difficult Behaviors
- Personality Types
- Communication
- The Communication Loop
- The Sender
- The Receiver
- The Message
- Feedback
- Noise
- Filters
- Different Forms of Communication
- Verbal Communication
- Nonverbal Communication
- Voice Intonation
- Physical Behavior
- Facial Expression
- Physical Stance and Movement
- Culture and Physical Behavior
- Constructive Feedback
- Restating the Message
- Offering Criticism
- Communicating Goals
- Feedback and Communication Tools
- Patience
- Listening
- Avoiding Assumptions
- Phrasing and Rephrasing
- Visual Aids
- The Communication Loop
- Setting Boundaries
- Boundaries
- Communicating Boundaries and Consequences
- Consequences
- Negotiating Terms
- Win-Win Negotiations
- Compromise
- Healthy Boundary Concepts
- Enforcing Boundaries
- Evaluating Consequences
- Measuring Behavior
- Rubrics
- Handling Conflict
- Confronting the Difficult Personality
- Safety Issues
- Find a Watchdog
- Open Doors
- The Nature of the Relationship
- Confronting a Higher Authority
- Confronting a Subordinate
- Confronting a Peer
- Emotional Escalation
- Negotiation Techniques
- Process
- Preparation
- Know Your Resources
- Motivation
- Conclusion
- Behavior
- Negotiation Styles
- Emotion in Negotiations
- Positive Emotions
- Negative Emotions
- Substance
- Understand Everyone's Needs
- Win-win or Win-lose
- Mediation
- Choosing a Mediator
- Applying Formal Consequences
- Documentation
- Confronting the Difficult Personality
Class Materials
Each student will receive a comprehensive set of materials, including course notes and all the class examples.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.