Course Overview

In this course, students learn to identify and manage difficult employees, monitor their behavior, develop clear and effective communications techniques, give and receive feedback, identify workplace conflicts and present resolutions.

Course Objectives

After completing this course, students will know how to:

• Identify difficult personality types and the effect they can have in an organization
• Manage difficult employees and monitor their behavior
• 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
• Identify types of employee dismissals
• Identify the focus of feedback and give and receive feedback effectively
• Provide positive and constructive feedback
• 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
• Distinguish between conflict management and conflict resolution
• Identify conflict resolution styles, resolve workplace conflicts, including team conflicts, and identify the communication skills required to

Course Outline