Description

Difficult personalities in a team hinder collective work. The manager must learn to channel them. This course will allow you to perfect your communication and choose the best relational posture in order to re-establish dialogue for effective collaboration.

Who is this training for ?

For whom ?

Team managers.

Prerequisites

Training objectives

Strengthen self-esteem Adapt your communication to your interlocutors Conduct reframing interviews Asserting yourself in the face of difficult colleagues Managing conflict situations

Training program

• Understand why an interlocutor becomes difficult
  • Identify behaviors.
  • Impact in work relationships.
  • Assertiveness: a winning technique? Practical work Collective exchange.
• Strengthen self-esteem and assert yourself
  • Identify the three resources necessary for self-esteem and self-affirmation.
  • Target your strengths and areas of development.
  • Understand your own framework reference.
  • Distinguish the six logical levels.
  • Practical work Interview with a colleague using the three levels of communication.
  • Pair work with restitution.
• Build a state of invulnerability and “non-insultability”
  • Avoid hasty judgments, criticism, reproaches and insults.
  • Be positive: use criticism constructively.
  • Avoid defensive posture: no longer personalize attacks or criticisms.
  • Build and anchor a state of invulnerability.
  • Practical work Resist the verbal and aggressive assault of one's interlocutor.
• Calibrate your communication with your interlocutors
  • Different types of difficult personalities.
  • Adapt your level of communication.
  • Relationships with oppressors/oppressed.
  • Better manage states of stress.
  • Practical work Interview situations to adjust your communication method and debriefing.
• Managing difficult employees
  • Action levers: desynchronization, questioning of relevance, humor and jokes, taking into account.
  • Distinguish their states of stress and how to defuse or divert them? Position yourself and establish a healthy work climate.
  • Practical work Interview scenarios to discover motivational levers and debriefing.
• Conduct reframing interviews
  • The interview with facts and without facts.
  • Say what is wrong without demotivating.
  • Practice feedback during the interview.
  • Involve the employee in the search for a solution.
  • Practical work Preparation and simulation of interviews with filmed role plays.
• Overcoming conflict situations
  • Identify the root causes.
  • Understand the sources of conflict, position yourself and communicate accordingly.
  • Practical work Relational conflict situations to find your managerial posture.