03-25-2015 Council Packet - Laserfiche WebLink

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Handling 4) f icu t Petople Instructor(s) Louellen Essex 630 Indian Mound East Wayzata, MN 55391 612-867-8291 essexin(saoLcom Difficult people can make your life miserable, unless you have mastered a set of strategies to disarm them and gain some control. This session will help you identify the type of difficult behavior you are dealing with and what motivates the individual to continue to use it. Learn strategies to successfully work with difficult people and reduce your own stress. Apply the strategies in one on one conversations, daily interactions, meetings, and critical incidents. Program Objectives As a result of this program, participants will increase their ability to: • Identify difficult behavior types • Develop a strategy to manage difficult behavior • Reduce their own stress in dealing with difficult behavior Program Outline 1. Identifying Difficult People: Difficult or Different? 2. Signs that You are Getting Hooked into the Difficult Behavior Cycle 3. Disengaging and Gaining Perspective 4. Making Sure You are Listening and Communicating Non -judgmentally 5. Identifying the Type o Aggressive Types: Tanks and Volcanoes o Passive -Aggressive Types: Snipers and Clams o Negativists: Wet Blankets and Chronic Complainers o Uber Experts 6. Strategies for Dealing with Each Type: Acting Inconsistently with their Expectations 7. Case Practice and Discussion Seeing Straight in ;: C.rcr s-Eye'IV' \ I Instructor(s) Gary Berg 325 33rd Ave. N. Ste 106 St. Cloud, MN 56303 888-654-6901 www,gl be rg.com The purpose of this program is to help audience members to more clearly understand how words, sounds, smells, experiences, and visual cues all come into play with how we communicate with each other and how we each uniquely see the world. This is an important concept to grasp and understand to more effectively work with other people.