Difficult people do exist at work. They come in every variety and no workplace is without them. How difficult a person is for you to deal with depends on your self-esteem, your self-confidence, and your professional courage at work. Dealing with difficult people is easier when the person is just generally obnoxious or when the behavior affects more than one person. Dealing with them is much tougher when they are attacking you, stealthily criticizing you or undermining your professional contribution. The workshop covers strategies and techniques to manage difficult people and behavior, producing positive outcomes. It also gives participants a valuable insight into why people behave in challenging ways and help them to develop effective strategies and techniques to deal with difficult people and behavior at work. In addition, it covers dealing with difficult customers for people who experience difficult behavior from their clients.

By the end of the workshop participants will have:

  • Considered the causes of challenging behavior
  • Recognized different behavior types and how to deal with them
  • Learnt techniques to deal with difficult or angry people
  • Delivered feedback assertively
  • Identified the best strategies for addressing a current difficult behavior

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