“A leader is one who knows the way, goes the way, and shows the way.” - John C. Maxwell
SLS-115 Managing Difficult Staff & Problem People
Schedule and Hours
People-problems, like people themselves, come in all sorts of shapes and sizes: some are trivial, minor irritations, while others are more substantial and seriously impair relationships or performance of a job to be done. This course is ideal for managers who need better techniques to ‘handle problem people’ or ‘deal with difficult staff’. Its focus is to teach managers more effective ways of managing performance or attitude problems before they become serious and what to do if action is needed. It is packed with many practical tips and techniques and help managers manage all difficult situations confidently and competently.
Managers that will benefit from this course will be faced with some or all of the following problems
Employees on unpleasant tasks?
Employees that regularly miss work deadlines or submit work that needs to be redone?
Employees who refuse to do assigned work or who tend to “pass the buck”
Employees that continuously ignore rules and regulations
Employee who have been late beyond minimum standards or absent beyond reasonable norms
Employees who cause personality conflicts with other workers or frequently have a negative attitude
Introduction/course aims and objectives
The causes of conflict – how to recognise and pre-empt them
The assertive leader – managing situations confidently
Strategies for managing the difficult conversation – early interventions
Analysing your conflict resolution profile and behavioural style
Recognising classic profiles of difficult people and how to manage them
Deciding when to take the most appropriate action
Building a case to tackle the difficult employee through investigation and documentation
Role-play – ‘Managing the difficult conversation’
Managing inefficiency and poor performance issues
Tackling attitude and behaviour issues confidently
Communicating with unresponsive individuals
Handling hostile and aggressive situations
Role-play – ‘Dealing with the aggressive employee’
Handling the reactions of the difficult conversation
Confidently handling the disciplinary meeting
Follow through and managing the relationship after the meeting
Discussion and role-play – ‘Keeping the disruptive employee on track’
This course is designed for managers and leaders who need better techniques to ‘handle problem people’ or ‘deal with difficult staff.
This is a 2-days programme. This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.
We are HRD Corp (Human Resource Development Corporation) Registered Training Provider. All of our training modules are claimable under HRD Corp.