One of the greatest causes of workplace stress is dealing with “problem” people: customers, co-workers, employees, or managers. Most people’s reaction is to “fight fire with fire,” escalating an already tense situation.
Using self-assessments, strategy planning exercises and skill building activities, participants will learn to:
- Assess and control reactions to difficult behaviors
- Determine which behaviors to address, which to ignore
- Effectively confront inappropriate behaviors
- Redirect explosive conversations to a more productive, solution-focused interaction
- Respond neutrally to emotionally charged messages
