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Instructorguide Customizable Training Material Conflict Resolution Dealing With Difficult People Fully Unlimited Number of Users Conflict Resolution CPDCInrueiassnmtrttoraeoumnencdirztoaDbrleeGvueildoepNmoeAnnntDuTaerlaaRliiennngienwwgailthFeDesifficult P

Customizable Training Material Conflict Resolution Dealing With Difficult People Fully Unlimited Number of Users Conflict Resolution CPDCInrueiassnmtrttoraeoumnencdirztoaDbrleeGvueildoepNmoeAnnntDuTaerlaaRliiennngienwwgailthFeDesifficult People Instructor Guide COPYRIGHT All rights reserved world-wide under International and Pan-American copyright agreements No part of this document can be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise without the prior written permission of Velsoft Training Materials Inc Courseware Version TABLE OF CONTENTS Preface Understanding Your Training Package Preparing for Training Our Top Training Tips Materials Required Related Courses Additional Resources Agenda Icebreaker Scrap It Session One Course Overview Session Two Conflict as Communication Defining Conflict Self-Assessment Session Three Benefits of Confrontation Session Four Preventing Problems Overview Group Discussion Break Debrief Session Five Getting Focused Getting to the Heart of the Matter The Three F ? s Session Six Managing Anger Coping Strategies Guidelines for Assertive Anger Morning Wrap-Up Lunch Energizer Tri-Dents Session Seven Dealing with Problems Dealing with Problems Debrief Causes of Difficult Behavior Session Eight The Three-Step Conflict Resolution Model The Three-Step Model Getting the Hang of Things Break Session Nine Practice Makes Pretty Good Planning Practice Session Ten Changing Yourself Negative vs Positive Interactions Dealing with Negative Feelings Session Eleven Why Don ? t People Do What They Are Supposed To Session Twelve De-Stress Options to Use When Things Get Ugly Workshop Wrap-Up Conflict Resolution ?? Dealing With Difficult People PREFACE Understanding Your Training Package Your Velsoft training package contains the following items o Instructor Guide Contains all textbook information plus this preface icebreakers activities delivery tips and more o Student Manual Contains textbook information as well as areas to take notes Each manual also includes an evaluation form action plan and recommended reading list o Handouts Contains pre and post class answer keys as well as any additional information or activity resources o Pre-Assignment Task for participants to complete before the workshop to get them thinking about the learning that will take place o PowerPoint Slides PowerPoint presentation highlighting talking points in the course o Quick Reference Guide Two page cheat sheet of tips and facts covered in the course o Outline Word document that outlines the overview and objectives of the course and summarizes each session to be covered o Advertorial Pre-made flyer that you can customize and distribute ã - Velsoft Training Materials Inc Conflict Resolution ?? Dealing With Difficult People Preparing for Training To begin read through this Instructor Guide This is intended to be a guide and not a bible Be guided by your experience the needs of the participants and your own common sense as well as the information in here Most of the suggestions and all of the information have been developed through research and hands-on classroom experience but you will want to customize the material for your particular audience Practice writing on flip chart paper before the workshop You may want to draw lines on the paper lightly in pencil to help you As well many of the