Training Course Description


Dealing with difficult people, challenging situations and tough conversations is one of the most demanding parts of people’s professional and sometimes personal lives. This workshop aims to introduce simple and effective techniques that can be applied in every part of your life.


This workshop relies heavily on the latest psychological research and will give you easy-to-use formulas to apply immediately and explore the main techniques to use during conversations and situations we would rather avoid but can’t. Knowing what to say, how to say it and how to “hear” the response is not a trivial task. This program is incredibly effective for anyone who has ever wondered if he or she could have done better in a previous conversation, situation or dealing with another human being.

Ask yourself the following questions:


  1. You love your job but the people stress you out?
  2. Do you feel tired and emotionally drained after you speak to a particular person?
  3. Do you wish you could control your emotions?
  4. Do you want to know the secrets to deal with difficult people in your workplace and life?
  5. Do you feel like difficult people see a target on you and they unleash their fury on you whenever it suits them?
  6. Have you found that no matter how hard you try to get along with this one person you just can’t?
  7. There is always “one in the crowd” and oh boy do you have that “One”. Do you want to know how to get the “one” on side or at least not as interruptive to the team?
  8. Do you have well intentions and somehow end up in conflict or dealing with aggressive behaviour?
  9. Have you ever received the “silent treatment”? Do you want a sure-fire way to stop the silence and get to the heart of the matter without forcing the person to talk?


If you answered YES to any of these questions then this workshop is for you!

By The End Of This Course You Will Be Able To:


  • Control your emotions and use the right mental attitude when confronting others to diffuse any situation
  • Use the proper response style when dealing with others
  • Create constructive conversations by staying focused and in control
  • Select the right conflict resolution style for maximum results
  • Respond to a situation instead of reacting to it with emotion
  • Properly identify the difficult people you are dealing with and match them with a proper response
  • Keep the focus on what matters the most and direct conversation flow
  • Understand others behaviours and yours and what makes each tick
  • Understand how to use the powers of emotions to your benefit
  • Deliver less than favourable news and handle reactions accordingly
  • Understand assertive, aggressive and passive behaviour
  • Express yourself assertively using specific verbal and non-verbal techniques for maximum results
  • Criticize and change behaviour while staying friends
  • Say “NO” and build stronger relationships while saying it

Handling difficult people and challenging situations is something you would rather avoid but know you cannot. There is an easier way to approach them both and come out ahead of the game with less stress and a stronger relationship.


Benefits of Attending



  • Change your feelings when confronting challenging people, situations and conversations
  • Deal with conflicts, physically and emotionally with ease
  • Discover the 4 responding styles, when to use them and where to avoid using them
  • Listen non-emotionally and avoid unpredictable reactions to your comments
  • Engage in a conversation and show that you understand and care
  • Stay on point, in the moment and avoid drifting away
  • Ask good questions at the right time based on who you are asking and where you are
  • Learn non-verbal signals to watch out for
  • Learn the top 3 conflict resolution styles and how to sequence them so for greatest results
  • Use the 5-Step Guide to Confrontations
  • Prevent a challenging conversation by choosing the right words
  • Learn the toxic statement, phrases, gestures, and attitudes that affect your conversation and relationship
  • Deal with the behaviour of difficult people based on their characteristics and not your emotions
  • Stop the negative and destructive self-talk
  • Strategies used in managing difficult conversations
  • Gain respect and show it
  • Prepare to deliver bad news
  • Use the 7-Step technique to deliver bad news
  • Handle passive-aggressive behaviour
  • Avoid appearing aggressive when you want to be assertive
  • A step by step approach to give constructive feedback to change behaviour and build relationships
  • Appeal to emotions to get the maximum effect
  • Ask for what you want
  • Construct your sentences to get your message across confidently
  • Use several advance techniques to respond to someone when your request is not registering
  • Learn to say NO even to your boss and gain respect
  • Express your disagreement using the 6-Step Disagreement technique and stay friends

Dealing With Difficult People

Workshop: Live Online Event
Live Online Workshop
Available for Onsite Training : Contact Us For Details
    • Managers and Supervisors
    • Team Leads
    • Front Line Staff
    • Sales Professionals and Managers
    • Health Care Providers
    • Human Resource Professionals
    • Anyone working within a team or department
    • Everyone who depends on daily communication with others
  • “I now realize there are different ways of dealing with difficult people depending on the situation and person. I will be able to deal with situations by myself more effectively. The seminar was very interesting and informative. Great pace.” - Karen T., Burlington

    “Great examples.Practical and real life experiences. I really liked the learning tools. I will employ these skills in my interactions.” - Kayla L., Hamilton

    “This was one of the best workshops I have been to. I am able to take tools away to apply to my relationships and dealing with others.” - Sandra L., Burlington


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