New Horizons Computer Learning Center
410-597-9722

Employee Performance

Course Length: 1 Day

Overview:
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 Objectives:
Upon successful completion of this course, students will be able to:

• Identify difficult personality types and the effect they can have in an organization; manage difficult employees and monitor their behavior; and document ongoing changes in behavior and performance
• Communicate clearly and effectively, both verbally and nonverbally; improve your listening skills; communicate with difficult supervisors and co-workers; and identify types of employee dismissals
• Identify the focus of feedback, and give and receive feedback effectively; provide positive and constructive feedback, and monitor performance afterwards; identify communication styles; manage difficult feedback sessions; and identify when to avoid giving feedback
• Identify some common myths associated with workplace conflicts, common reasons that conflicts arise, and types of workplace conflict; and distinguish between conflict management and conflict resolution
• Identify conflict resolution styles; resolve workplace conflicts, including team conflicts; and identify the communication skills required to resolve conflicts

Course Content

Lesson 1: Managing Difficult Employees

• Understanding difficult employees
• Assessing and identifying difficult personality types
• Dealing with difficult employees
• Monitoring behavior

Lesson 2: Communication

• Effective communication
• Communicating with difficult employees

Lesson 3: Feedback

• Giving and receiving feedback
• Positive and constructive feedback
• Monitoring performance
• Communication styles
• Difficult feedback sessions

Lesson 4: Conflicts

• Conflicts in the workplace
• Conflicts and the organization

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com