Dealing with Difficult Behavior
A class designed to provide a strategy and process for changing dissatisfied customers into loyal customers; practical, easy-to-use techniques for managing negativity in the workplace; and helping a team better understand how attitudes impact relationships; and a way for overcoming attitudes that may be stifling your team’s performance

WHO SHOULD TAKE THIS CLASS?
This class is for those working with, serving, or even living with someone who has a negative attitude. Learn a process in order to avoid or minimize such negative attitudes in the workplace which can deteriorate morale, lower productivity, and increase costs.

WHAT ARE THE PREREQUSITES?
There are no prerequisites to take this class.

In this class you will learn:

• Recognize and describe the characteristics of a negative attitude.
• Understand how negativity impacts relationships and performance.
• Assess a challenging situation ad determine an appropriate strategy.
• Utilize a 5-step process for dealing with difficult people.
• Identify the reason(s) for poor performance.
• Develop potential solutions for resolving a problem.
• Regain your positive attitude about the other person or situation.
• Manage conflict with confidence, resulting in a positive outcome.

IF YOU LIKE THIS CLASS CONSIDER THESE CLASSES:

• Grace Under Pressure
• Communication and Listening Skills
• Positive Assertiveness
• Crucial Conversations
• Team Interactions: Personalities, Potential & Productivity