Materials Available for Download Printable Course Overview (81 kB)

Difficult people can make us feel anxious, lose patience and affect our self esteem. We may even find ourselves avoiding conversations or interaction altogether. When this occurs in the workplace, it needs to be addressed and there are many techniques that help us manage these people successfully.

How will this benefit me?

Whether you are faced with an aggressive client/customer, or an abrupt or discourteous employer/employee, there are skills to manage the situation positively. Learning alongside people who also wish to improve their communication with challenging people, you will learn how to:
• Identify personality types
• Recognise factors that cause communication barriers or breakdown
• Diffuse anger and conflict – manage strong emotions
• Remain neutral with people you ‘don’t like’
• Analyse and prepare for a difficult conversation
• Avoid common mistakes
• Promote joint problem solving around tough situations

How will this benefit my organisation?

Some people are deemed to be ‘difficult’ and working with them can cause tensions or lack of team cohesion. Resulting behaviours often have a negative impact on work outcomes. Participants completing this course learn about the causes of dysfunctional workplace relationships and techniques for countering the adverse effects caused by people who are different. Difficult people do not need to cause poor productivity and performance and better results are expected after participants complete this course.