To provide the knowledge and skills required to recognize and analyze the behaviour of people with difficult personalities and adapt both management and incentive methods in order to obtain a win-win solution and introduce positive changes.
Anyone who needs to supervise staff members.
- Difficult personalities or conflicts: similarities and differences, and the associated costs
- Before labelling people, recognize the cycle of behaviour
- Six problem personality types: bully, victim, saviour, saboteur, the silent type and the know-it-all
- Characteristics, behaviours and reactions to watch for
- Actions to take, and actions to avoid
- Managing one's own emotions
- Catastrophic scenarios to avoid: the role of one's own beliefs and how they can affect judgement
- Performance strategies and action plans
- Job interviews: how to detect at-risk personalities
- Knowledge of self and others: how to analyze different behavioural patterns and adjust to them
- Verbal communication: strategies and techniques for conveying a clear and precise message that is understood by all
- Non-verbal communication: inconsistencies between what one thinks and what one says
- When enough is enough: disciplinary measures, action plans and dismissals
- Practical advice
- The legal framework: Commission des normes du travail, and psychological harassment
- Tool kit
Concepts were explained in simple terms, easy to understand and reflective of real situations.
Sandra B. / Gestionnaire de projet, Société Radio-Canada