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Course Overview
This HR course introduces the basics of managing employees and
developing their performance.
Develop
the skills needed to address a difficult person according to their
specific behavior. Participants will have the opportunity to meet
with several Marketing Department team members to address their
difficult personalities, follow the guidelines for managing
difficult people to decrease the department's turnover rate and meet
the release date for a new product. Participants will also learn how
to give constructive feedback-both praise and criticism-to
subordinates or peers, and use strategies for effective conflict
resolution. Course activities also cover addressing conflict between
managers, between employees, and among team members.
Objectives
- Identify difficult
personality types and the effect they can have in an organization;
manage difficult employees and monitor their behavior; and document
ongoing changes in behavior and performance.
- Communicate clearly and effectively, both verbally and
nonverbally; improve your listening skills; communicate with
difficult supervisors and co-workers; and identify types of employee
dismissals.
- Identify the focus of feedback, and give and receive feedback
effectively; provide positive and constructive feedback, and monitor
performance afterwards; identify communication styles; manage
difficult feedback sessions; and identify when to avoid giving
feedback.
- Identify some common myths associated with workplace conflicts,
common reasons that conflicts arise, and types of workplace
conflict; and distinguish between conflict management and conflict
resolution.
- Identify conflict resolution styles; resolve workplace conflicts,
including team conflicts; and identify the communication skills
required to resolve conflicts.
International
Curriculum
Course ILT Series: For 10
years, Axzo Press has enhanced training and education for
professionals, trainers, and students alike, through tested,
high-quality Instructor-Led Training courseware, business skills
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Course Outline
Unit 1: Managing
Difficult Employees
Topic A: Understanding
difficult employees
A-1: Recognizing
difficult employees
A-2: Identifying your options
Topic B: Assessing &
identifying difficult personality types
B-1: Assessing the
situation
B-2: Recognizing difficult personality types
Topic C: Dealing with
difficult employees
C-1: Identifying ways to
address a difficult person
C-2: Involving a third party
Topic D: Monitoring
behavior
D-1: Monitoring a
difficult employee
D-2: Documenting negative
behavior
Unit 2: Communication
Topic A: Effective
communication
A-1: Recognizing the
importance of clear communication
A-2: Identifying barriers to effective communication
A-3: Interpreting nonverbal communication
A-4: Improving your communication skills
A-5: Identifying ways to improve your listening skills
Topic B: Communicating
with difficult employees
B-1: Working with
difficult supervisors
B-2: Dealing with difficult co-workers
B-3: Taking a proactive approach
B-4: Dismissing a difficult employee
Unit 3: Feedback
Topic A: Giving and
receiving feedback
A-1: Identifying the
focus of feedback
A-2: Delivering feedback effectively
A-3: Giving feedback to co-workers
A-4: Giving feedback to supervisors
A-5: Receiving feedback
Topic B: Positive and
constructive feedback
B-1: Providing feedback
B-2: Giving positive feedback
B-3: Giving constructive feedback
Topic C: Monitoring
performance
C-1: Monitoring the
effect of feedback
Topic D: Communication
styles
D-1: Identifying
communication styles
Topic E: Difficult
feedback sessions
E-1: Managing difficult
feedback sessions
E-2: Identifying when to avoid providing feedback
Unit 4: Conflicts
Topic A: Conflicts in the
workplace
A-1: Discussing workplace
conflicts
A-2: Identifying the source of conflicts
A-3: Identifying types of workplace conflicts
Topic B: Conflicts and
the organization
B-1: Distinguishing
between conflict resolution and conflict management
Unit 5: Resolving
Conflicts
Topic A: Styles of
conflict resolution
A-1: Identifying
indirect conflict resolution styles
A-2: Identifying direct conflict resolution styles
Topic B: The process of
conflict resolution
B-1: Assessing a conflict
B-2: Determining the source of a conflict
B-3: Determining personalities
B-4: Selecting a course of action
Topic C: Resolving team
conflicts
C-1: Identifying
steps to resolve a team conflict
C-2: Encouraging effective teamwork
Topic D: Communication
and conflict resolution
D-1: Identifying the
communication skills required to resolve conflicts
D-2: Maintaining dialogue between parties
D-3: Viewing conflicts objectively
D-4: Reviewing active listening
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