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Recognize how their own attitudes and actions impact on others Utilize new and effective techniques for managing negative emotions

Course Outline

The easiest way to deal with difficult people is to stay as far away from them as you can, suggests Robert Bramson, Ph.D., an Oakland, California, organizational psychologist and management consultant with Bramson Gill Associates, and author of Coping with Difficult People. Great advice for those who work by themselves at home - it’s a do-able option. But the vast majority of people can’t avoid interactions with a wide range of personality types, including some who are inconsiderate, stubborn, incorrigible, inappeasable, indecent.... or downright sleazy. In fact, success sometimes depends on your ability to work well with all the above. Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life as well. Organizations have found that it’s important to “tune-up” the interactive behaviours of staff members, to better enable them to work more efficiently and productively with one another.


At the conclusion of this workshop, participants will be able to:

  • Recognize how their own attitudes and actions impact on others
  • Utilize new and effective techniques for managing negative emotions
  • Develop coping strategies for dealing with difficult people and difficult situations
  • Identify those times when they have the right to walk away from a difficult situation


  • Course Overview, Introduction, Agenda
  • Reciprocal Relationships
  • Dealing With Change
  • The Agreement Frame
  • Ten Commandments of Change
  • Preventing Problems
  • Dealing With Problems
  • Causes of Difficult Behaviour
  • The Five-Step Process
  • Changing Yourself
    • Negative vs. Positive Interactions
    • Dealing With Negative Feelings
  • Why Don't Poeple Do What They're Supposed To?
  • Managing Anger
    • Guidelines for Assertive Anger
    • Some Lessons From the Works of Others
  • De-Stress Options You Can Use Right Now!
    • Large group discussions
    • Individual work and reflection
    • Small group discussion, exercises and activities
    • Case studies / Panel discussions
    • Simulations / Role-plays

    Prerequisites & Certificates

    PRE-REQUISITES Mastering the Art of Communication (SDI) or equivalent is recommended Understanding and Managing Conflict & Adversity (SDI) or equivalent is recommended Completed pre-assignment (self-assessment) WHO SHOULD ATTEND All levels of employees

    Certificates offered

    Cancellation Policy
    Commitment of resources and industry standards require that we be notified of any cancellation. As such, you may reschedule any training course up to five (5) working days before the actual training date. Simply call us, and we send you a new registration confirmation without extra charge. If training is rescheduled less than five (5) working days before the training date, a rescheduling fee of 50% of the course fee will be invoiced.

    The latest time we accept rescheduling is until noon on the working day before
    the training date. "No-shows" without prior notification are charged as if you had attended the course. There are no refunds. We reserve the right to cancel any course and reschedule if attendance is not sufficient to run the course. In this case you will be notified, usually five (5) working days or more prior to the
    training day and the training is rescheduled.

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    This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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