Dealing with Difficult People

Dealing with difficult people is part of life, whether it is a coworker, an angry boss, a relative or a store clerk having a bad day. Working out how to respond without letting it spoil your day or raise your stress level can be exhausting.

This 60-minute webinar on handling difficult people at work looks at what causes challenging behavior and how to change your default reactions so interactions end better. You'll learn techniques for different types of difficult personalities, along with ways to make sure your voice is heard and you are not steamrolled in tense conversations.

• Manage your emotional reaction when dealing with a difficult person
• Explain what causes difficult behavior
• Recognize other people's maps of the world and suspend your assumptions
• Apply techniques suited to specific difficult personalities
• Use general strategies to defuse difficult behavior
• Make yourself heard without being railroaded

• Managing your emotional reaction to a difficult person
• Where difficult behavior comes from
• Understanding how other people see the world
• Suspending assumptions
• Handling specific difficult personality types
• General techniques for difficult behavior
• Making yourself heard

If certain people at work or at home keep frustrating you, or you dread conversations with someone whose behavior wears you down, this session is for you. It shows you how to handle those people so they stop draining your energy and your interactions produce better results.

It suits HR managers, department managers, team leaders, project managers, consultants and team members who regularly work with challenging personalities.

• Human Resource Managers
• Managers
• Assistant Managers
• Team Leaders
• Project Managers
• Department Managers
• Consultants
• Team Members

Jenny Douras is President at AdvantEdge Training & Consulting. She has over 25 years of experience in management, employee development, operations, instructional design, and training. Jenny has managed teams of up to 300 people across multiple states and countries, working with several Fortune 500 clients. From this experience, she developed her Remote Employee Management Class. She also sat on the board of directors for the Rocky Mountain Chapter of the American Society for Training and Development for three years and is an active member of the Colorado training community.