• Business Skills Training

    project_managementInterSource offers live instructor-led courses on all important operations-related skills, including Communications, Customer Service, Human Resources, Marketing, Team Building and Writing

    These live classes are offered via a Web interface.

  • About Business Skills

    Business Skills relate to communication used to promote a product, service, or organization; relay information within the business; or deal with legal and similar issues. It is also a means of relying between a supply chain, for example the consumer and manufacturer.

    Business Communication is known simply as "Communications." It encompasses a variety of topics, including Marketing, Branding, Customer relations, Consumer behaviour, Advertising,

    Public relations, Corporate communication, Community engagement, Research & Measurement, Reputation management, Interpersonal communication, Employee engagement, Online communication, and Event management. It is closely related to the fields of professional communication and technical communication.

    In business, the term communications encompasses various channels of communication, including the Internet, Print (Publications), Radio, Television, Ambient media, Outdoor, and Word of mouth.

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  • Course Details Business Skills

    Classes are offered via a live web conference. For detailed course outlines and scheduled classes, please see below.

    Online classes are never cancelled due to low enrollment. The instructors who teach our online classes are no less than outstanding, and each has years of practical and training experience.

    InterSource clients are active globally. Live web courses are priced in US dollars, and run during Eastern Standard Time (New York) business hours. We also run live web conference classes during European business hours, which can be invoiced in local currencies. For further information please contact us on +41 (22) 958 0114.

Working with Difficult People

Course duration

  • 1 day

Course Benefits

  • Explain the role of personality in the workplace.
  • Explain the impact of difficult personalities.
  • Illustrate the communication process.
  • Describe the effects of broken communication.
  • Apply constructive feedback and conflict resolution skills in a variety of situations.
  • Formulate a set of proactive boundaries and consequences for given workplace situations.
  • Learn methods for handling conflict when it occurs.

Course Outline

  1. The Impact of Unhealthy Personalities
    1. Personality and Behavior
    2. Workplace Environment
      1. Performance and Morale
      2. Types of Environments
    3. Morale and Turnover
      1. The Role of the Supervisor
      2. The Cost of Turnover
    4. Legal Implications
    5. Bullying
    6. Hostile Work Environments
    7. Harassment
    8. Family Medical Leave Act
    9. Grievance Processes
    10. Hidden Costs to a Company
      1. Decreased Productivity
      2. Leaves
      3. Replacement Costs
      4. Image and Revenue
    11. The Benefits of a Healthy Environment
  2. Understanding People
    1. Personality Types
      1. DMS-IV Personality Types
    2. Recognizing Destructive Behaviors
    3. Personality Types
      1. Authoritarian
      2. Manipulator
      3. Pessimist
      4. Dramatic
      5. Hero Syndrome
      6. The Victim
      7. Lethargic
    4. Understanding Motivation for Difficult Behaviors
  3. Communication
    1. The Communication Loop
      1. The Sender
      2. The Receiver
      3. The Message
      4. Feedback
      5. Noise
      6. Filters
    2. Different Forms of Communication
      1. Verbal Communication
      2. Nonverbal Communication
      3. Voice Intonation
      4. Physical Behavior
      5. Facial Expression
      6. Physical Stance and Movement
      7. Culture and Physical Behavior
    3. Constructive Feedback
      1. Restating the Message
      2. Offering Criticism
      3. Communicating Goals
    4. Feedback and Communication Tools
      1. Patience
      2. Listening
      3. Avoiding Assumptions
      4. Phrasing and Rephrasing
      5. Visual Aids
  4. Setting Boundaries
    1. Boundaries
    2. Communicating Boundaries and Consequences
      1. Consequences
    3. Negotiating Terms
      1. Win-Win Negotiations
      2. Compromise
      3. Healthy Boundary Concepts
    4. Enforcing Boundaries
      1. Evaluating Consequences
      2. Measuring Behavior
      3. Rubrics
  5. Handling Conflict
    1. Confronting the Difficult Personality
      1. Safety Issues
      2. Find a Watchdog
      3. Open Doors
      4. The Nature of the Relationship
      5. Confronting a Higher Authority
      6. Confronting a Subordinate
      7. Confronting a Peer
      8. Emotional Escalation
    2. Negotiation Techniques
      1. Process
      2. Preparation
      3. Know Your Resources
      4. Motivation
      5. Conclusion
      6. Behavior
      7. Negotiation Styles
      8. Emotion in Negotiations
      9. Positive Emotions
      10. Negative Emotions
      11. Substance
      12. Understand Everyone's Needs
      13. Win-win or Win-lose
    3. Mediation
      1. Choosing a Mediator
    4. Applying Formal Consequences
      1. Documentation

Class Materials

Each student will receive a comprehensive set of materials, including course notes and all the class examples.

Since its founding in 1995, InterSource has been providing high quality and highly customized training solutions to clients worldwide. With over 500 course titles constantly updated and numerous course customization and creation possibilities, we have the capability to meet your I.T. training needs.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.