• Identify work-related situations in which they encounter difficult people
• Describe the words and actions demonstrated by difficult people
• Explain the impact that difficult people and situations have on learners and the quality of their work
• Determine the root causes for challenging behaviors and interactions and how this information can help learners respond
• Create a step-by-step plan for how to respond to a difficult person or work situation
• Maintain more control of learner emotional reactions
• Constructively respond to anger in others
• Empathize with others and develop greater understanding about the perspectives of those with whom learners experience these challenges
• Use constructive feedback to effectively share learners’ reactions to and perceptions of their difficult encounters
• Demonstrate active listening to create greater shared understanding
• Build or expand rapport and trust with coworkers to help minimize interpersonal difficulties
• Show respect and appreciation for coworkers and their perspectives to reduce challenging work relationships
• Map what learners can control, influence, and must accept or overcome in difficult situations involving others
• Intentionally select which of five optional reaction styles fit any give difficult interpersonal conflict
• Identity common ground, when it exists, and then create resolutions to interpersonal conflicts
• Know when to involve a third party to help create or mediate solutions
• Demonstrate tact within learners’ conversations
• Better understand the role of body language or nonverbal behaviors during difficult conversations
• Manage coworkers’ unwillingness to consider others’ opinions and ideas

Up to 30 students

• Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.
• Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.
• A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.

Questions? Contact our training coordinator via email or phone at (202) 843.5447.