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Dealing With Difficult People

Clint Maun, CSP

Have you ever worked with one of "those" people that made you want to:
  1. Avoid them?
  2. Shout at them?
  3. Terminate them?
  4. Divorce them?
  5. Give them up for adoption?
  6. Cause them physical damage?
If the answer is “yes” to any of these questions you need to try another alternative.  That alternative is to learn how to deal with them.  As hard as that may seem, it is possible.

This session focuses on how to deal with the multitude of potentially difficult situations in day-to-day relationships of a health care organization.  Today’s health care organizations experience many diverse and somewhat complicated human interactions.  The participants in this session will learn specific techniques to demonstrate appropriate implementation for handling “tough” situations.

At the completion of this session the participants will be able to:

Develop an understanding of how to deal with different communication approaches.

Implement the concept of “customer” in their daily interactions.

Develop appropriate communication skills to ensure the implementation of 50/50 relationships.

Implement techniques for improved intershift, interdepartmental and interpersonal relationships.

Deliver positive and negative feedback so it is truly useful.

Develop techniques for handling supervisory-employee situations, including how to prepare a workable action plan on “their” difficult individual.

Understand the relationship between the “pleasaholic” and the “BMG”.

Develop the ability to implement a 5-step customer satisfaction process in dealing with difficult customer situations.

This session is designed to prepare the participants with appropriate “how-to” information to develop assertive conflict management skills that can produce a successful interaction for the organization and, at the same time, for the individuals involved.  This session will utilize case study, humor, lecture, group discussion and individual action planning.

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