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Dealing with Difficult People: Strategies for Building Successful Workplace Relationships
In both personal and professional relationships, most of us encounter “difficult” people with whom we must interact from time to time. Their behavior may include chronic complaining, or blame-placing, or hyper defensiveness or claiming “victimhood”.

And, as a result of the frustration of having to deal with these behaviors, we may resort to unproductive strategies when communication with them including: 1) Trying to convince the other person that we’re right and they’re wrong, or 2.) getting mired down in arguing about the problem instead of focusing on potential solutions, or 3.) compromising our own needs in order to avoid another uncomfortable conversation. Whether it is your boss, someone who reports to you, or your partner, it’s important to acknowledge that difficult conversations are part of everyone’s world.

Self-awareness is essential for being able to communicate successfully with difficult people. In this session we will explore the topic of Emotional Intelligence, among others, and learn practical strategies for taking care of yourself during difficult conversations, managing the emotions of others, and increasing the odds of achieving a mutually acceptable outcome, even in the most challenging situations.

As a result of this session, you will be able to:
• Recognize how to listen and reflect to gain clarity before responding in an emotionally charged situation
• Avoid personalizing the difficult person’s words and actions
• Set boundaries to prevent getting stuck in an unproductive conversation
• Prevent negative emotions and stress from becoming a distraction
• Use a “Clear the Air” tool to reduce negativity and get the conversation back on track
• Shift a difficult conversation from what is going wrong to how to solve the problem

Guest Facilitator: Jeannette Terry, CEO TerconPartners Inc., M.A. Communication Studies, KU.

Apr 15, 2021 11:00 AM in Central Time (US and Canada)

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