Dealing with People and Difficult Situations in the Workplace

Unfortunately, it is impossible to avoid working with difficult people in the workplace, they may be senior management, among your peers or even clients or customers.

This course will not only teach you to better understand difficult behaviours and “difficult people”, but will show you where most communication breakdowns occur, and how to develop a process for dealing with conflicts, as well as tactics to avoid issues before they arise. You will learn personal strategies for dealing with stressful situations, and how to be assertive with people who are being unreasonably difficult.

The ability to deal with difficulties in business(and life) is a critical skill to develop your career journey, and the information learned in this course may prove absolutely invaluable.

Course Content

• Understand difficult behaviours and difficult people
• Communication process and where breakdowns most often occur
• How to articulate how their attitude and actions impact others
• How to use agreement to frame a situation
• Understanding our role in disputes – deliberate or accidental
• Tactics to avoid problems before they occur
• Processes for dealing with conflicts
• Solid steps for building and maintaining a positive attitude
• Strategies for managing anger and stress
• Coping strategies for dealing with troubling people and complex situations
• Employ techniques for managing and dealing with anger
• How to be assertive with difficult people
• Role Play - Practice dealing with difficult people
• Managing difficult conversations

Who Should Attend

This course will be of particular interest to those in management and HR roles dealing with various difficult situations and personalities.