Topic-Level
Outline
Days: 1
Prerequisites: None
Unit 1: Managing difficult employees
Topic A:0 Understanding difficult employees
A-1: Recognizing difficult employees
A-2: Identifying your options
Topic B:0 Assessing and identifying difficult personality types
B-1: Assessing the situation
B-2: Recognizing difficult personality types
Topic C:0 Dealing with difficult employees
C-1: Identifying ways to address a difficult person
C-2: Involving a third party
Topic D:0 Monitoring behavior
D-1: Monitoring a difficult employee
D-2: Documenting negative behavior
Unit 2: Communication
Topic A:0 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:0 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:0 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:0 Positive and constructive feedback
B-1: Providing feedback
B-2: Giving positive feedback
B-3: Giving constructive feedback
Topic C:0 Monitoring performance
C-1: Monitoring the effect of feedback
Topic D:0 Communication styles
D-1: Identifying communication styles
Topic E:0 Difficult feedback sessions
E-1: Managing difficult feedback sessions
E-2: Identifying when to avoid providing feedback
Unit 4: Conflicts
Topic A:0 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:0 Conflicts and the organization
B-1: Distinguishing between conflict resolution and conflict management
Unit 5: Resolving conflicts
Topic A:0 Styles of conflict resolution
A-1: Identifying indirect conflict resolution styles
A-2: Identifying direct conflict resolution styles
Topic B:0 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:0 Resolving team conflicts
C-1: Identifying steps to resolve a team conflict
C-2: Encouraging effective teamwork
Topic D:0 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