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Managing Conflict and Difficult People

In this webinar speaker will explain how to manage & identify the different types of difficult people in a business environment, and provide Strategies and steps to manage and handle the situation & these different types of difficult people.

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Product Id : 702036
Instructor: Marcia Zidle

Training Options Duration: 60 Minutes
Thursday,   June 21, 2018   |    12:00 PM PDT | 03:00 PM EDT

Live

US$145.00

online training only for one participant

Corporate Live

US$295.00

Any number of participants

Recorded

US$195.00

Access recorded version only for one participant ?

Corporate Recorded

US$395.00

Access recorded version, Any number of participants ?


Recertification Credit

SHRM-Recertification
Viewing this webinar, its entirety qualifies for a recertification credit hour that may be counted toward SHRM-CP and SHRM-SCP recertification from SHRM.
Credit is awarded based on the actual educational time spent in the program. ?

The use of this seal confirms that this activity has met HR Certification Institutes (HRCI) criteria for recertification credit pre-approval.

This activity has been approved for 1 HR (General) recertification credit hours toward aPHR, PHR, PHRca, SPHR, GPHR, PHRi and SPHRi recertification through HR Certification Institute (HRCI). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org."


Overview: Time is Money. There are a variety of direct costs to the organization associated with poorly managed conflict, including, in the worst cases, the loss of customers and good employees. One that is visible to everyone is the time taken to successfully resolve issues. Time that would be better spent on accomplishing work and achieving goals is instead used to manage disagreements, smooth ruffled feathers, and deal with difficult people.

When CPP Inc commissioned a study on workplace conflict, they found that that an overwhelming majority (85%) of employees at all levels experience conflict to some degree. Furthermore, they found on average, each employee spends 2.1 hours every week - approximately one day a month - dealing with conflict in some way (being involved in a disagreement, managing a conflict between co-workers, etc.)

For the US alone, that translates to 385 million working days spent every year as a result of workplace conflict. It is also a major drain on the resources of HR departments: half of the HR workers questioned (51%) spend between one and five hours a week managing disagreements.

The crucial issue is not whether conflict, disagreement and difficult people can be avoided; the real concern is how they can be dealt with that will lead to positive outcomes. If managed improperly, businesses' productivity, operational effectiveness, and morale take a major hit. On the other hand, when channeled through the right tools and expertise, conflict can lead to a better understanding of others, improved solutions to problems or challenges, and major innovation.

Why should you Attend: Conflict is an inevitable part of life. No matter how hard you try, it can seem that there will always be something that causes you or someone around you to be frustrated, angry, and impatient - or a whole host of other not-so-pleasant emotions. Conflict arises when the people we work with have different ideas, perspectives, backgrounds, values, goals or expectations. Yes, conflict can be destructive! It diverts energy from more important activities and issues; it polarizes people and reduces cooperation; and it can produce irresponsible behavior. And conflict can be constructive! It opens up and improves communication; it strengthens working relationships and teamwork; and it leads to better quality decisions and problem solutions.

The ability to handle conflict and difficult situations is a great leadership skill. When you are confident in your people management skills, you don't have to be afraid of disagreement. You don't have to back away from problems. Instead you can confidently face the confrontation and bring the issue out into the open. Well-managed conflict actually stimulates, ideas, sparks creativity and encourages personal improvement. Conflict by itself is neither good nor bad. It's the way YOU handle conflict that produces constructive or destructive results

Areas Covered in the Session: The focus of this webinar is how deal with the inevitable conflicts, difficult people and situations that occur in the workplace so that it leads to positive outcomes both for the people involved and the organization. These seven points will be covered:
  • Identify the top six causes of conflict and which one produces the most problems
  • Understand the iceberg concept of conflict - what's above and below the water line
  • Define five conflict management styles and match each style to different conflict situations
  • Decide if you're a shark or a turtle or a teddy bear or a fox or owl in how you handle conflict
  • Learn how to keep your cool and react in a professional manner in the heat of the moment
  • Learn the language of positive communication to reduce negative emotions, especially anger
  • Recognize the four types of difficult people that drive you crazy and how to deal with them

Who Will Benefit:
  • CEO's
  • COO's
  • VP of Human Resources
  • Chief Learning Officer
  • Directors
  • Project Managers
  • Operation Managers and Supervisors
  • Team Leaders
  • Human Resources Professionals
Marcia Zidle, MS, NCC, BCC is the CEO of Leaders At All Levels and a board certified executive coach based in Dallas Texas. She works with executives, management teams and high potential professionals ON THE MOVE! They want to move up to the next level – ahead of their competition – into new areas – over and around obstacles – beyond business as usual – towards a sustainable future.

With over 25 years of management, business consulting and international experience in the areas of business transformation, talent management and leadership development, she provides strategic focus, alignment and guidance to business leaders and their teams to ensure they get on the right track, stay on the right track and not get side-tracked in their drive for higher performance and profitability.

Marcia’s expertise includes coaching high performers for senior and mid-management positions, developing effective executive teams, positioning organizations for significant growth and facilitating business and team performance. Her specialties include strategy and culture, change management, employee engagement, team building, career management, leadership assessment and development. Her clients include Southwest Airlines, Dr Pepper / Seven Up, EDS, FCCI Insurance, Solvay Pharmaceuticals, Texas Health Resources, UT Southwestern Medical Center, Nokia, Plymouth Steel Tubing, Raytheon, Texas Instruments, Southern Methodist University, Global Leadership Executive MBA at Univ. of TX at Dallas. U.C.L.A and U.S.C. (California), Texas Workforce Commission, Banking Operations Institute, National Management Association, National Society of Hispanic MBA’s, Society of Human Resource Management, Young Presidents Organization, Multiple Sclerosis Society of Texas.

Marcia is the author of “The Effective Manager: What Really Works” handbooks and “Career Savvy: Life Preservers for Today’s Rough Seas and Tomorrow’s Raging Waters.” She has a Masters in Organization Effectiveness from University of Southern California and is a Board Certified Coach from the Center for Credentialing & Education, Inc.

She’s also the host of The Business Edge, a weekly internet radio show on the business channel of Voice America Media, giving practical advice to executives and managers on how to take their company, firm or practice to that next level with less stress and more success – in other words: how to take the growing pains out of growth.

Finally Marcia’s “claim to fame” is as a global citizen – living as an expatriate with her family in Scandinavia and Australia. In fact, one of her children is an “Aussie”. She’s traveled in over 30 countries throughout Europe, the Middle East, Far East, and the South Pacific.




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