Dealing With Difficult People: Be it Residents, Families or Employees - 4-PART SERIES (LIVE WEBINAR) DATES VARIES

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LIVE PARTICIPATION IN ALL OF THE SESSIONS IS REQUIRED FOR COMPLETION AND CEU

Do you know how to handle or work with difficult people? You know them: (1) The Know-It-Alls: Can’t tell them anything because they have all the answer and usually have an opinion on every issue. Never willing to attempt when they are wrong and will become defensive if they are questioned; (2) The Passives: those that never take a stand on anything or willing to offer an opinion about an issue; (3) The Dictators: Never give constructive criticism and are demanding bullies who uses intimidation to get their way; (4) The Gripers: Never satisfied  and nothing is ever right. Constantly complains and always have no solution. (5) The "Yes" People: Will agree to every commitment and rarely delivers. Leave others to pick up their slack.  (6) The "No" People or Nay Sayers: Always there to see the negative and why something will not work. Inflexible and doesn’t come with an alternative. These are the people you work with, sell to, depend on and/or live with. They are a part of our daily lives.

In this 4-part webinar learn how to communicate and interact with them more effectively and with confidence. At the conclusion of the webinar series you and your staff will be better equipped to: Understand the difficult people in your lives; Learn how they think, what they fear, why they do what they do; Understanding difficult people makes them less frustrating; Know specifically what to do and say.

Learning Objectives

  1. Identify a “difficult” person and understand causes of difficult behavior
  2. Understanding the connection between difficult behavior and personal style
  3. How to separate the people from the problem
  4. Discover how to anticipate possible conflicts
  5. Learn how conflict escalates and preventive measures
  6. Explore how changes in behavior prevent conflict
  7. Understand how to de-escalate conflict
  8. Implement a host of communication strategies to take control of a difficult situation Negotiate win-win solutions

Session 1 – June 5     10:30 am - 12:00 pm

Understand the Difficult People in Your Life: Learn how they think, what they fear, why they do what they do. Understanding these things makes dealing with difficult people less frustrating.

  1. Types of difficult people and unwanted behavior styles
  2. Reasons for the behavior
  3. Develop strategies for dealing with them
  4. How to deal with negativity
  5. Assess your behavioral style
  6. Develop strategies on how to work with other behavioral styles

Session 2 – June 12    10:30 am - 12:00 pm

Communicating Skills for Handling Difficult Situation: Know how to communicate with difficult people. During the webinar, you'll concentrate on here's-how-you-do-it techniques. you'll leave knowing how to use these techniques in specific situations when dealing with difficult people in the workplace.

  1. Perception checks – Making sure you understand before you act
  2. Questioning skills – Getting the right information
  3. Active listening – Drawing them out without defensiveness
  4. Offer information to gain information – Gaining trust though disclosure
  5. Reading and responding to non-verbal’s – Using techniques to detect lying, withholding, hidden anger and other feelings
  6. What to do when someone — even a boss — starts yelling
  7. What to do when someone takes credit for your idea Dealing with touchy people who take things personally

Session 3 – June 19   10:30 am - 12:00 pm

Dealing with Conflict and Learn to Be Less of a Target for Difficult People: Look at the difficult people in your life. Chances are, at least one person manages to get along with them. You can, too. Learn to prevent conflict and derail problem people while teaching them to treat you with respect.

  1. Key steps to managing interpersonal conflict
  2. Recognizing the strengths and vulnerabilities of others and ourselves
  3. How to cope with excuse-makers and blamers
  4. Hot buttons: how to keep people from pushing yours
  5. Tactics that prevent you from being manipulated by others
  6. Negotiating to win-win solutions

Session 4 – June 26    10:30 am - 12:00 pm

Coaching a Difficult Employee and Bring Out the Best in Even the Most Difficult People: Let's face it, nobody's difficult all the time (and everybody is some of the time). Your new skills will help you reinforce positive behavior in even the most difficult people — at work and at home.

  1. How to reinforce good performance
  2. How to handle substandard performance
  3. Handling sensitive personal issues
  4. Dealing with repeated unacceptable performance
  5. What to do when people make promises you suspect they won't keep
  6. How to give an aggressive person an alternative to direct conflict

TARGET AUDIENCE:

  1. All Staff

CEU- 6.0

  1. Administrator
  2. Assisted Living Manager
  3. Social Work

Fees are per person

LifeSpan Member: $165.00

Nonmember: $265.00

An attendance/validation code is required in order to print your certificate. The attendance code is distributed at the end of each webinar. Attendees are required to enter the code before they can print the certificate. 

This program is sponsored by The Beacon Institute. This course is approved for 6.0 continuing education.

Administrator

This program is approved by the National Continuing Education Review Service (NCERS) of the National Association of Boards of Examiners of Long Term Care Administrators .

Social Worker

This program is approved by the Maryland Board of Social Worker Examiners for Category 1 Continuing education for social workers in Maryland.

Assisted Living Manager

This program is approved by the Office of Health Care Quality for continuing education for assisted living managers.

Cancellation Policy

Refunds, minus a $25 processing fee per registrant, will be honored if requested in writing FIVE (5) business days prior to the date of the seminar. 

Cancellation due to State survey, the state Surveyors must actually be in the building in order to receive a refund. To receive a refund due to a Survey, Beacon Institute requires a form to be completed, please contact Annmarie Gordon @ agordon@lifespan-network.org. Attendees may send substitutions in their places without prior notification. Additional fees may apply.

Key:

Complete
Failed
Available
Locked
Session 1 -- June 5, 2020 10:30 AM -12:00PM
Understand the Difficult People in Your Life-- Dealing with Difficult People (Session 1)
06/05/2020 at 10:30 AM (EDT)  |  120 minutes
06/05/2020 at 10:30 AM (EDT)  |  120 minutes Learn how they think, what they fear, why they do what they do. Understanding these things makes dealing with difficult people less frustrating. • Types of difficult people and unwanted behavior styles • Reasons for the behavior • Develop strategies for dealing with them • How to deal with negativity • Assess your behavioral style • Develop strategies on how to work with other behavioral styles
Session II -- June 12, 2020 10:30 AM - 12:00 PM
Communicating Skills for Handling Difficult Situation -- Dealing With Difficult People (Session 2)
06/12/2020 at 10:30 AM (EDT)  |  120 minutes
06/12/2020 at 10:30 AM (EDT)  |  120 minutes Know how to communicate with difficult people. During the webinar, you'll concentrate on here's-how-you-do-it techniques. you'll leave knowing how to use these techniques in specific situations when dealing with difficult people in the workplace. • Perception checks – Making sure you understand before you act • Questioning skills – Getting the right information • Active listening – Drawing them out without defensiveness • Offer information to gain information – Gaining trust though disclosure • Reading and responding to non-verbal’s – Using techniques to detect lying, withholding, hidden anger and other feelings • What to do when someone — even a boss — starts yelling • What to do when someone takes credit for your idea • Dealing with touchy people who take things personally
Session III - June 19, 2020 10:30 AM -12:00 PM
Dealing with Conflict and Learn to Be Less of a Target for Difficult People -- Dealing With Difficult People (Session 3)
06/19/2020 at 10:30 AM (EDT)  |  120 minutes
06/19/2020 at 10:30 AM (EDT)  |  120 minutes Look at the difficult people in your life. Chances are, at least one person manages to get along with them. You can, too. Learn to prevent conflict and derail problem people while teaching them to treat you with respect. • Key steps to managing interpersonal conflict • Recognizing the strengths and vulnerabilities of others and ourselves • How to cope with excuse-makers and blamers • Hot buttons: how to keep people from pushing yours • Tactics that prevent you from being manipulated by others • Negotiating to win-win solutions
Session IV --June 26, 2020 10:30 AM - 12:00 PM
Coaching a Difficult Employee and Bringing Out the Best in Even the Most Difficult People -- Dealing With Difficult People ( Session 4 )
06/26/2020 at 10:30 AM (EDT)  |  120 minutes
06/26/2020 at 10:30 AM (EDT)  |  120 minutes Let's face it, nobody's difficult all the time (and everybody is some of the time). Your new skills will help you reinforce positive behavior in even the most difficult people — at work and at home. • How to reinforce good performance • How to handle substandard performance • Handling sensitive personal issues • Dealing with repeated unacceptable performance • What to do when people make promises you suspect they won't keep • How to give an aggressive person an alternative to direct conflict
Attendance Code -- Dealing With Difficult People
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Certificate
6.00 CEU credits  |  Certificate available
6.00 CEU credits  |  Certificate available