Difficult People: Keeping Your Cool Under Fire
Author/Moderator:
William E. Hudson
Publisher:
AICPA
Availability:
In Stock
Description
Complete this course and learn how to change the behavior of difficult people.
Recognize the potential for building better client relations and increasing
staff productivity. Order this course today to gain the practical skills you
need to cope!
Objectives:
Recognize difficult behavior
Choose the appropriate communication method to deal with the behavior
Control your stress in difficult situations
Apply these concepts in your practice or in your job
Prerequisite: None
Table of Contents
Chapter 0 - Overview
Course Objectives and Organization
Course Introduction
Suggestions for Participants
Chapter 1 - Defining "Difficult Person" Behavior
Learning Objectives
Introduction
Defining "Difficult Person" Behavior
Definition
Typology of Difficult People
"Difficult Person" Behavior Is Relative
Awareness
Agreement
Frequency
Impact
Continuum of Behavior
Worst Case
Best Case
Reality Case
Chapter 2 - Conflict Management
Learning Objectives
Introduction
Color-Coded Conflict
Green Zone - Conflict Management Interventions
Productivity Stage Interventions at Conflict Level 1
Discovery-Stage Interventions at Conflict Level 2
Yellow Zone - Conflict Management Interventions
Breakdown-Stage Interventions at Conflict Level 3
Confusion-Stage Interventions at Conflict Level 4
Red Zone - Conflict Management Interventions
Mobilization-Stage Interventions at Conflict Level 5
Confrontation-Stage Interventions at Conflict Level 6
Conflict Management
Conflict Defined
Value of Conflict
Types of Conflict Smoke Detectors
Conflict Management Traps
A Conflict Resolution Process
Step 1 - Act!
Step 2 - Act, Then Notify!
Step 3 - Get Help!
Chapter 3 - Communication Skill Chest
Learning Objectives
Introduction
The Communication Skill of Paraphrasing
Definition
Paraphrasing Has Multiple Uses
Guidelines
The Communication Skill of Behavior Description
The Communication Skill of Behavior Ownership
Definition
Outcomes
Guidelines
The Communication Skill of Feeling Description
The Communication Skill of Perception Checking
The Communication Skill of Feedback
The Communication Skill of Feedforward
Chapter 4 - Communication Traps
Learning Objectives
Introduction
Communication Traps
Definition
The Vicious Cycle between Communication Traps and "Difficult Person" Behavior
Preemptive Initiatives
The Incongruence Communication Trap
Definition
Impact
Remedies
The Six-Shooter Communication Trap
Definition
Impact
Remedies
The One-Way Communication Trap
Definition
Impact
Remedies
The Other-Channel Communication Trap
Definition
Impact
Remedies
The Tunnel Vision Communication Trap
Definition
Impact
Remedies
Chapter 5 - First Things First
Learning Objectives
Introduction
First Things First!
Task 1 - Adjust the Conflict Level
Task 2 - Resolve the Conflict
The Ongoing Challenge
Risks
Risk of Losing the Other Person
Risk of Losing One's Self
Chapter 6 - Coping with Complainers
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Listen! Work at It!!!
Avoid Tunnel Vision
Go to the Heart of the Complaint
While You Are Listening to the Complainer's Story
Shift the Agenda from Data Collection to Problem Solving
Expect to Get Beat Up!
Take the Complainer Seriously
Validate the Complainer
Do Not Make the Complainer Crazy
Do Not Tell the Complainer What You Will Not Do; Say What You Will Do
Utilize Release Questions
Do Not Give Advice
Appointment Plus Three Possible Solutions
Dealing with the Same Old Chronic Complaint
Use Preemptive Affirmations
Jump Straight to Problem Solving
Planned Complaint Response
Chapter 7 - Coping with Tanks
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Diffuse the Situation
Illumination
Remedies
Stand Your Ground
Avoid Position-Based, Entrenched Power Struggles
Confront the Tank
Constructively Yield to the Tank
Take a Timeout under Pressure
Responding to Rapid-Fire Attack Questions
Personalize the Interaction between You and the Tank
Leverage
Chapter 8 - Coping with Snipers
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Private Problem Solving
Public Confrontation
Handling Ambush Questions
Coping with Cutting Humor and Hurtful Teasing
Handling Behind-the-Back Sniping
Chapter 9 - Coping with Exploders
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Create Safety
Individual Coping Skills for Dealing with Exploders
Chapter 10 - Coping with Know-It-Alls
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Agree with the Know-It-All
Avoid the "Well, Do What I Want if You Agree with Me!" Trap
Avoid the "You Are Not Listening!" Trap
Thank Know-It-Alls for Their Input
Avoid Alibis and Excuses
Get Know-It-Alls to Self-Detect Their Own Flawed Logic
Separate Facts from Opinions
Get the Know-It-All to Use Language That You Understand
Plan Ahead and Be Prepared
Avoid the "Devil's Advocate" Trap
Utilize a Strategy of Containment and Damage Control
Try a Synergistic Approach
Chapter 11 - Coping with Sneaks
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Basic Terms and Definitions
Primary Forms of Deception
Basic Definitions
Tool Chest: Skills, Tactics, Strategies, and Procedures
How to Detect Lies and Concealment
How to Protect Yourself from Deception and Concealment
How to Resurrect and Rebuild Trust
Chapter 12 - Coping with Blamers
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Understand a "Blame" Continuum
Lead the Way
Resolve the Negative Situation
Chapter 13 - Coping with Stallers
Learning Objectives
Introduction
Behavioral Definition
Behavioral Snapshots
Snapshot 1
Snapshot 2
Snapshot 3
Tool Chest: Skills, Tactics, Strategies, and Procedures
Get to the Heart of the Matter
Negotiate and/or Clarify Levels of Initiative
Be Clear about What You Want from the Staller
Set Achievable Deadlines
Utilize a System of Consequences
Deal with the Fear Factor
Facilitate Decision Making
Provide Professional Assistance
Remove the Barriers
Terminate the Staller's Employment
Chapter 14 - Ethics Focus: Business and Industry
Ethics Overview
Interpretation 101-3
Key Ethical Dilemmas
Addressing Ethical Dilemmas
Available Resources
Chapter 15 - Latest Developments
Appendix A - Worksheets
Paired Weighting Worksheet
Decision Grid Worksheet
Negotiate and/or Clarify Initiative Level
Appendix B - 100 People Problems Checklist
Appendix C - Worksheets
Communication Traps
Leadership Traps
Conflict Management Traps
Problem-Solving Traps
Decision-Making Traps
Team Interaction Traps
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NASBA Field of Study:
Communications
Level:
Intermediate
Recommended CPE Credit:
10
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