Course description
Course Overview: This 12-hour online course is instructor-led and structured to provide a balanced mix of individual practice and group discussion. You will be part of a small cohort of 6-8 students, allowing for personalized attention and an engaging learning environment.
Welcome to the "Dealing with Challenging People in a Difficult Environment" course! In today's fast-paced, high-stakes business world, the ability to handle challenging individuals and navigate difficult environments is a crucial skill for personal and professional success. This course is designed to equip you with the tools, strategies, and confidence to effectively manage interactions with difficult personalities, resolve conflicts, and maintain your well-being in high-pressure situations.
Throughout this course, you will engage in a series of immersive role-playing scenarios featuring characters from our fictional company, "Challenges Co." These scenarios are designed to simulate real-life workplace dynamics, allowing you to practice and refine your skills in a safe and supportive environment. Whether you're dealing with an aggressive colleague, a passive-aggressive manager, or a critical client, this course will provide you with practical, actionable strategies for overcoming these obstacles and maintaining your professionalism.
By the end of this course, you will:
- Understand the root causes of difficult behavior and how it affects the workplace.
- Develop conflict resolution skills that help you manage and resolve tensions constructively.
- Enhance your communication techniques to handle difficult conversations with poise and clarity.
- Learn how to set boundaries and assert yourself confidently in challenging situations.
- Build resilience and manage stress effectively in tough environments.
This course is ideal for professionals at all levels who want to strengthen their ability to handle difficult people and situations, whether you're leading a team, collaborating with colleagues, or managing client relationships. Through role-play, interactive discussions, and reflective exercises, you will leave this course better prepared to turn challenging interactions into opportunities for growth and success.
We look forward to seeing you thrive in even the most difficult environments!
What to Expect:
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Interactive Learning: The course is built around real-world scenarios that you will tackle individually. These scenarios are designed to reflect common conflict situations in a business setting, allowing you to apply conflict resolution strategies in a practical context.
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Group Discussions: After each scenario, we will reconvene as a class to discuss your experiences, insights, and solutions. The instructor will guide these discussions, highlighting key learning points and offering expert feedback to deepen your understanding.
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Instructor Emphasis: The instructor will emphasize critical learning points after each scenario, ensuring that you grasp the essential concepts and techniques for resolving conflicts effectively.
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Performance Test: At the conclusion of the course, you will undergo a performance test where you will be presented with a series of scenarios to resolve. Your performance will be scored, and you will receive a grade based on your ability to apply the skills learned during the course.
Upcoming start dates
Who should attend?
Target Audience: Commercial business clients, including managers, team leaders, and HR professionals.
Training content
Module 1: Understanding Difficult Personalities
Objective:
Learners will identify and understand the types of challenging personalities they might encounter in a workplace.
Key Topics:
- Introduction to difficult personality types (e.g., aggressor, passive-aggressive, pessimist, know-it-all)
- Psychological and emotional factors behind difficult behavior
- Impact of difficult personalities on team dynamics and productivity
- Role-Play Scenario:Learners will engage with characters from "Challenges Co." who exhibit challenging personality traits. They will analyze the behavior and discuss appropriate responses.
Activities:
- Group discussions
- Scenario-based role-playing
- Reflection on personal experiences
Module 2: Managing Conflict with Difficult People
Objective:
Learners will develop techniques to manage and resolve conflict in the workplace, especially when dealing with difficult personalities.
Key Topics:
- Identifying conflict triggers
- Conflict resolution styles and techniques (collaborative, compromising, avoiding, etc.)
- Role of emotional intelligence in conflict management
- Role-Play Scenario:Learners will mediate a conflict at "Challenges Co." involving difficult personalities, practicing de-escalation and resolution techniques.
Activities:
- Role-playing with group feedback
- Conflict style assessment
- Interactive discussions on real-world scenarios
Module 3: Communicating Effectively with Challenging Individuals
Objective:
Learners will practice communication strategies for navigating conversations with difficult colleagues and superiors.
Key Topics:
- Active listening and empathy in difficult conversations
- Non-verbal communication cues
- Dealing with defensiveness and hostility
- Role-Play Scenario:Learners will engage in challenging conversations with different "Challenges Co." characters, using communication strategies to achieve positive outcomes.
Activities:
- Communication drills
- Role-playing feedback and debriefing
- Exercises in empathy and reframing
Module 4: Setting Boundaries and Assertiveness
Objective:
Learners will learn how to set personal and professional boundaries and be assertive in difficult situations.
Key Topics:
- The importance of setting clear boundaries
- Differentiating between passive, aggressive, and assertive communication
- Techniques for maintaining professionalism under pressure
- Role-Play Scenario:Learners will practice asserting boundaries with demanding or unreasonable "Challenges Co." characters.
Activities:
- Boundary-setting exercises
- Assertiveness training through role-play
- Group reflections on successful strategies
Module 5: Handling Difficult Conversations with Superiors
Objective:
Learners will gain the confidence to navigate challenging conversations with higher-ups or authority figures.
Key Topics:
- Approaching difficult conversations with managers or leadership
- Maintaining professionalism while advocating for oneself
- Handling criticism and feedback in high-pressure situations
- Role-Play Scenario:Learners will simulate difficult conversations with superiors at "Challenges Co." to resolve issues while maintaining professionalism.
Activities:
- Scenario-based role-playing with peer feedback
- Self-assessment exercises on confidence and professionalism
- Discussion on real-world application of techniques
Module 6: Building Resilience and Stress Management
Objective:
Learners will develop resilience and stress management techniques to cope with the pressures of dealing with challenging people.
Key Topics:
- Recognizing signs of burnout and stress in difficult environments
- Building mental resilience and emotional stability
- Techniques for maintaining well-being in a challenging workplace
- Role-Play Scenario:Learners will face a series of escalating challenges from "Challenges Co." characters while practicing stress management and resilience-building strategies.
Activities:
- Group discussion on stress triggers
- Role-play with stress-management techniques
- Personal reflection on emotional resilience strategies
Final Wrap-Up:
- Review of key lessons learned from the role-playing scenarios and discussions.
- Open Q&A session.
- Reflection on how to apply these skills in the real world.
This course outline ensures that learners not only understand the theory behind dealing with difficult people but also practice these skills through immersive role-play scenarios, preparing them for real-life challenges.
Conclusion
- Performance Test: Participants will engage in a final scenario that incorporates elements from all modules, allowing them to demonstrate their mastery of customer service principles.
This outline balances theory with practical, immersive learning through role-playing, making it highly interactive and relevant for real-world application.
Certification: Participants who successfully complete the course and final project will receive a certificate in Dealing with Challenging People in a Difficult Environment .
Note: The course outline may be subject to change.
Course delivery details
The course will be delivered by an experienced instructor, using an Online Learning Management System (LMS) with GPT-powered role-playing scenarios.
Costs
$599 CAD
Certification / Credits
The learner will receive a "BEVA Learning Institute Certificate of Achievement" for completing the course recognized by Government and Industry.
Contact this provider
BEVA Global Management Inc. / BEVA Learning Institute
BEVA Learning Institute is the training department for BEVA Global Management Inc. a.k.a BEVA® a Canadian owned company with more than 25 years of experience through acquisitions. BEVA Learning Institute currently offers more than seven hundred (700) professional courses in...