Psychosocial deficits in the workplace
As the complexity of technology and operations continues to increase, so also are psychosocial deficits in people skills for stress management and supportive social connection. As a result, the skill of an effective manager is measured not only by how well they manage their motivated employees, but also by how well they employ “soft skills” to promote better self-esteem, communication and social interaction among team members. A difficult employee can have a negative impact on the performance of the entire group, creating potentially frustrating experience for everyone. When individuals and teams are faced with non-cooperative or confrontational issues, they are overwhelmed and often struggle to have a common approach for resolving issues together. The result: inertia and a lack of productivity or growth.
Building Competency
Difficult behaviour in the workplace is inevitable, yet most managers do not have the competency to deal with them. It is not taught in business schools, but is an invaluable asset in the manager’s repertoire. Competency results from disciplined processes, refined techniques, and strong skills. In this module, you will identify and learn how to manage different behavioural styles through increasing your skills to build a positive atmosphere with open and honest communication.
Topics Covered
Understanding difficult behaviours
Focus on various types of difficult behaviours such as: task-focused or people-focused aggressive and task-focused or people-focused passives.
Coping with difficult behaviors
Apply new coping strategies and negotiating a working solution for difficult behaviours.
The ladder of inference
Understand the thinking steps that can lead you to jump to wrong conclusions.
Communicating with excellence
Learn how to develop and refine your communication skills so that you can communicate with persuasion and influence
Negotiating conflict
Knowing how to negotiate effectively will help you cultivate strong working relationships, even with difficult workers.
Managing the difficult person
Learn and acquire techniques and skills so you are better equipped to work with difficult people in a way that is fulfilling and rewarding for everyone.
Expected Outcomes
- Recognise difficult behaviours and identify strategies to deal with them
- Understand the importance of effective listening and how it can diffuse a situation
- Focus on various types of difficult behaviours and discover how to manage difficulties to achieve a positive outcome
- Develop the skills to be more assertive
- Learn the the best way to deal with high emotions
Core Learning and Development Competencies
This module has been designed to support the development of the following core competency areas identified to facilitate individual and organisational success:
- Approachability
- Composure
- Conflict management
- Understanding others
Who May Benefit from this Module?
- Business Owners
- Supervisors
- Team Leaders
- HR Managers
- Senior Managers
- Anyone who wants to improve/enhance their personal communication skills in the workplace when dealing with difficult co-workers, customers, suppliers, managers or staff