Tackle people problems

Working with difficult people is not only frustrating and stressful, it can also cost you and your organization time and money. This course will help you develop the interpersonal and communication skills you need to recognize and respond to difficult behavior in co-workers, employees, supervisors, and the public. You will learn to separate people from problems, act rather than react, and shape and encourage acceptable behavior. The emphasis is on understanding why difficult people behave the way they do-and how best to deal with them.

Following this course you will be able to:

• Identify basic types of difficult behavior
• Manage anger and defensiveness in yourself and others
• Handle conflict, manipulation, and aggression
• Defuse potentially explosive situations
• Learn and practice specific strategies for interacting productively with your "difficult people"