Employee Performance

Course details

In this course, students learn to identify and manage difficult employees, monitor their behavior, develop clear and effective communications techniques, give and receive feedback, identify workplace conflicts and present resolutions.

Course Outline

1 - Managing difficult employees

• Understanding difficult employees
• Recognizing difficult employees
• Identifying your options
• Assessing and identifying difficult personality types
• Assessing the situation
• Recognizing difficult personality types
• Dealing with difficult employees
• Identifying ways to address a difficult person
• Involving a third party
• Monitoring behavior
• Monitoring a difficult employee
• Documenting negative behavior

2 - Communication

• Effective communication
• Recognizing the importance of clear communication
• Identifying barriers to effective communication
• Interpreting nonverbal communication
• Improving your communication skills
• Identifying ways to improve your listening skills
• Communicating with difficult employees
• Working with difficult supervisors
• Dealing with difficult co-workers
• Taking a proactive approach
• Dismissing a difficult employee

3 - Feedback

• Giving and receiving feedback
• Identifying the focus of feedback
• Delivering feedback effectively
• Giving feedback to co-workers
• Giving feedback to supervisors
• Receiving feedback
• Positive and constructive feedback
• Providing feedback
• Giving positive feedback
• Giving constructive feedback
• Monitoring performance
• Monitoring the effect of feedback
• Communication styles
• Identifying communication styles
• Difficult feedback sessions
• Managing difficult feedback sessions
• Identifying when to avoid providing feedback

4 - Conflicts

• Conflicts in the workplace
• Discussing workplace conflicts
• Identifying the source of conflicts
• Identifying types of workplace conflicts
• Conflicts and the organization
• Distinguishing between conflict resolution and conflict management

5 - Resolving conflicts

• Styles of conflict resolution
• Identifying indirect conflict resolution styles
• Identifying direct conflict resolution styles
• The process of conflict resolution
• Assessing a conflict
• Determining the source of a conflict
• Determining personalities
• Selecting a course of action
• Resolving team conflicts
• Identifying steps to resolve a team conflict
• Encouraging effective teamwork
• Communication and conflict resolution
• Identifying the communication skills required to resolve conflicts
• Maintaining dialogue between parties
• Viewing conflicts objectively
• Reviewing active listening