Dealing with Difficult People

Dealing with Difficult People


COURSE DESCRIPTION:  Difficult people exist in all societies, in our homes and in the workplace.  So

what makes a person difficult?  The natural tendency of most people is to adopt a temperament of “it’s my way or the highway!”  Therefore, conflict arises and occurs when there are two or more interdependent individuals who are incompatible.  Conflict can be severe enough to consume individual energy and that of an organization’s energy if unaddressed or addressed ineffectively.


This custom course explores and helps learners to deal more effectively with difficult people.  We use the Thomas-Kilmann Conflict Mode Instrument (TKI) to assess and individual’s behavior in conflict situations along two basic dimensions – assertiveness and cooperativeness.  We use the TKI tool because it reflects an individual’s preference for conflict resolution and dealing with difficult people.  Helping learners understand conflict styles is used to help them identify the style most effective given the circumstance.


We introduce the Interest Based Relational Approach (IBR) which, when dealing with difficult people, helps to mediate conflict.  The IBR purports respecting individual differences while helping people avoid becoming too entrenched in a fixed position.   


PRE-WORK:   We distribute and collect TKI results from each of the course-participants one or more months from the scheduled training session.  We analyze the results then design a day-long session that includes exercises and practice techniques to help the participants debrief their self-reported conflict style and finally to assist them to deal more effectively with difficult people. 


    No cancellations or transfers are accepted within 1 (one) week (business days only) prior to the course start date or later. All cancellations prior to 5-business days of the course start date must be forwarded to In the rare occasion that a course is cancelled or postponed, please note our reimbursement is limited to paid fee only.


    This is an Instructor-Led (in person) course. All participant materials are uploaded to the training portal. Training portal link is provided 2-days prior to the start of the training date.

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