COPING WITH DIFFICULT PEOPLE

"Don't let difficult people get you down, let this class help."

   About the Course

Questionnaire

About the Instructor

Student Contributions

Student Introductions

 Assignments Due Dates

Preface
Introduction to Difficult People
Communication
Lesson 1 - The Communication Process
Lesson 2 - Roadblocks to Effective Communication
Awareness Wheel
Lesson 3 - Types of Talk and the Awareness Wheel
Basic Communication Skills
Lesson 4 - Attending and Acknowledging
Lesson 5 - Paraphrasing
Lesson 6 - Asserting
Lesson 7 - Questioning and Complimentment
Centering and Focusing - COPE
Lesson 8 - Shifting into Adult Gear
Lesson 9 - Dealing with Feelings
Lesson 10 - Keeping Cool Under Fire
Setting Objectives - COPE
Lesson 11 - General and Specific Objectives
Selecting Strategies - Plans for Action - COPE
Lesson 12 - Present Your Case
Lesson 13 - Listen
Lesson 14 - Use Straight Talk
Lesson 15 - Use Humor
Lesson 16 - Talk About Process
Lesson 17 - Use Search Talk
Lesson 18 - Take a Time Out
Lesson 19 - Use a Squelch
Lesson 20 - Use Fogging
Lesson 21 - Use a Diversion
Lesson 22 - Problem Solve
Executing an Action Plan - COPE
Lesson 23 - Enter and Execute Your Plan
Applying the COPE Procedure to Difficult Types
Lesson 24 - Dictators
Lesson 25 - Exploders
Lesson 26 - Phoney Know-It-Alls
Lesson 27 - Over Agreeables
Lesson 28 - Back Stabbers and Snipers
Lesson 29 - Fault Finders and Complainers
Final COPE Application Reports
Lesson 30 - Plan and Action - Final Report
Readings/References
Examples of Situations with Difficult People
Stages of Integrated Learning
Selected Reference Books
Selected Resources Online
Twelve Common Manipulative Tactics Used by Unfair Negotiators
Assignments Submitted to Instructor
1 - Awareness Wheel Explanation (Lesson 3)
2 - Escalated Assertions (Lesson 6)
3 - Communication Skills Quiz (Lesson 7)
4 - Keeping Cool under Fire (Lesson 10)
5 - Setting Objectives Activity (Lesson 11)
6 - Presenting Your Case (Lesson 12)
7 - Practice Listening Exercise (Lesson 13)
8 - Straight Talk Statement (Lesson 14)
9 - Strategies Skill Practice (Lesson 22)
10 - Applying the COPE Procedure (Lesson 23)
11 - Dealing with Dictators (Lesson 24)
12 - Dealing with Exploders (Lesson 25)
13 - Phoney Know It Alls (Lesson 26)
14 - Overagreeables (Lesson 27)
15 - Back Stabbers and Snipes (Lesson 28)
16 - Fault Finders and Complainers (Lesson 29)
17 - Application Report - Plan (Lesson 30)
Self Assessment Instruments
Rudeness Test
Grumpiness Test
Customer Bother Scale
Frustration Test
Minute Papers - Lessons: Intro,1,2,4,5,8 and 9
 
E-mail to instructor - Marshall Chatwin
(mchatwin@ultimanet.com)