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Communication Resources

Dealing with Difficult People Training

course for dealing with difficult customers

Handling Chronic Complainers, Time Stealers, Loudmouths, Emotional Vampires, and Other Difficult People: How to Work Better with Almost Anyone

Course Outcomes

This course for handling difficult people will:

  • Outline the communication process and where breakdowns most often occur.
  • Explain "The Agreement Frame" and how to use it.
  • Suggest tactics to avoid problems before they occur.
  • Offer a five-step process for dealing with conflicts.
  • Provide solid steps for building and maintain a positive attitude.
  • Propose strategies for managing anger and stress.

Available Formats

  • Conference Breakout
  • Half-Day Course
  • One-Day Course
  • Webinar

Course Overview

In an ideal world, difficult behaviors would not be tolerated at work. In reality, dealing with difficult people is something many people face as part of their everyday work life.
The stress of handling difficult people and tough situations can create a lack of productivity, poor attitude, and reluctance to come to work.
Through hands-on activities and practice exercises, participants learn how to deal with all sorts of troublesome people and situations.
This course provides the tools for handling all types of workplace behavior problems brought about by whiners, time wasters, intruders, and gossips.

Program Objectives

At this program's conclusion, participants should be able to:
  • Articulate how their attitudes and actions impact others.
  • Describe effective techniques for dealing with difficult people.
  • Discuss coping strategies for dealing with troubling people and complex situations.
  • Identify times when they have the right to walk away from volatile situations.
  • Employ techniques for managing and dealing with anger.
The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

This for That: Understanding Reciprocal Relationships
This portion of the program examines the idea that in a relationship with another person, our expectations are likely to become self-fulfilling prophecies.
Picture Perfect: The Agreement Frame
Anthony Robbins and many other communicators suggest we become skillful at using what Robbins calls "The Agreement Frame." After examining this term, participants will learn how to apply it to situations in the workplace.
The Best Maintenance: Preventing Problems
There are several key ways that we can prevent problems from occurring. Participants will discover what these are, and they will learn eight ways of dealing with problems should they occur.
The Five-Step Process: Resolving Conflicts
During this component of the program, participants will look at a five-step process that can help them resolve conflict both in and out of the workplace.
Attitude Adjustments: Changing Yourself
In this section, we will take a deeper look at how negative attitudes can cause negative interactions and what can be done to turn those attitudes around.
How to Calm Down: Managing Anger
This segment explores techniques participants can use to manage their anger.
Just Relax: De-Stressing Options
To conclude the program, we will look at five techniques participants can use to unwind and discuss coping strategies.

By the end of this program, participants should understand how they can better manage their relationships with challenging people and have a set of techniques they are ready to try.

Questions This Page Answers About Dealing with Difficult People Training

  • Where can I find an onsite trainin course about dealing with difficult people?
  • Who has a workshop to help my staff communicate better with hard-to-handle people?
  • What is typically included in training for dealing with challenging people?