Course Content and Outcome Guide for MSD 151
- Date:
- 22-JUL-2009
- Posted by:
- Rebecca Robinson
- Course Number:
- MSD 151
- Course Title:
- Dealing with Difficult People
- Credit Hours:
- 1
- Lecture hours:
- 10
- Lecture/Lab hours:
- 0
- Lab hours:
- 0
- Special Fee:
Course Description
Dealing with Difficult People This 10-hour workshop explores ideas for coping successfully with difficult people and situations. The basic psychology and personal styles of difficult interactions is examined. Specific techniques for dealing with difficult encounters and enhancing relationships are discussed along with hands-on application.Addendum to Course Description
Examines ideas for understanding and dealing successfully with difficult behavior. Explores strengths and weaknesses of various behavioral/conflict styles. Self assessment instruments measure individual approaches to relationships and conflicts. Specific techniques for dealing with difficult encounters and enhancing relationships are discussed along interactive applications.
Intended Outcomes for the course
- 1. Use an understanding of social and conflict styles to assess potentially difficult situations in personal or work relationships and conflicts.
- 2. Develop action plans for dealing with various difficult behaviors encountered in the workplace.
Outcome Assessment Strategies
-
Various individual and/or group skill-building activities such as case studies, or other exercises geared toward critical analysis of course concepts.
- Written assignments or oral reports designed to integrate course material into personal experience or experiences of others.
- Exams comprised of essay and/or objective questions, or complete an individual and/or team project or paper, which requires integration, application, and critical examination of course concepts, issues, and themes.
Course Content (Themes, Concepts, Issues and Skills)
COMPETENCIES/SKILLS
Self-assessment
Steps to prevent difficult encounters
Assessment of conflict styles
Recognize how conflict styles mix with personal styles
Maintaining inner control
Building understanding
Applying coping options
Recovering from tough encounters
Active listening
Language that deescalates
Creating strategies and plans
CONCEPTS, THEMES, ISSUES:
General concepts
Human dynamics
Preventing difficult encounters
Conflict styles
Personal assessment
Psychological forces
Difficult behavior
Defense mechanisms
Expectations/boundaries
Maintaining inner control
Building understanding
Coping options
Nonverbal congruence
Active listening
Building rapport
Choice of language
Themes
Personal, social, and conflict styles influence effectiveness
Strategies can be developed for dealing with difficult behavior
Issues
Dealing with difficult people requires preparation
Diffusing defensiveness to build rapport