Dealing with Conflict and Difficult People

Planning Information

The duration of this course is 2 Hours per Day.
Classes are priced from $475.00. See individual sessions for details.


This workshop focuses on effective strategies for coping with conflict and difficult people; knowing when and how to use these techniques can make you a more effective business professional and reduce the stress in your life.

At Completion

  • Use knowledge of conflict dynamics to prevent disagreements from escalating, and conflicts from deepening
  • Speak and listen intelligently in conflict situations to improve interpersonal and business outcomes
  • Understand what motivates people’s difficult behavior to more skillfully contain it

Course Outline

Module 1: Understand the Cycle of Conflict and How to Change It

Causes of Conflict

  • Values Conflict
  • Responsive vs Resistant Way
  • Separating Person from Behavior

Conflict Analysis

  • Questions to Analyze Conflict
  • Diagnose Conflict
  • Resolution Checklist

Prepare to Respond to Conflict

  • Turn Debate into Dialogue
  • Listen, Inquire, Paraphrase, Recommend
  • Conflict Resolution Plan

Module 2: Understand and Handle Difficult Behaviors

Ten Types of Difficult People

  • Types & Descriptions

Diagnosing Difficult Behavior

  • Self-assessment
  • Identify Assertiveness & Motivational Objectives
  • Dealing with Each Type
  • Scenarios

To request private training or future dates, call 610-321-3500 or
Register your interest now

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