This course provides supervisory staff members with several ways to manage difficult behaviors among staff members. Topics covered include taking a look inward, avoiding taking difficult behavior personally, maintaining self-control, focusing on problem-solving, confronting the employee, using performance management, coaching the behavior, and asking the right questions.
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Managing Difficult Behaviors
Catherine Mattice is the president of Civility Partners, a consulting, training and coaching firm focused on helping organizations create more positive and respectful workplaces. She is an adjunct professor, and has authored two books, Back Off! Your Kick-Ass Guide to Ending Bullying at Work and Seeking Civility: How Leaders, Managers and HR Can Create a Workplace Free of Bullying. Visit www.CivilityPartners.com for more information.