This course will prepare participants to work with very difficult and challenging people whether they are customers, peers, staff or bosses.

Participants in this course will

• Better understand the behaviors and thought patterns of difficult people.
• Explore the psychological archetypes of supervisors, coworkers or customers who exhibit challenging behaviors.
• Discover how difficult people think and feel and why they act the way they do.
• Discuss key steps that must be taken to prepare for encounters with difficult persons.
• Learn how to establish rapport – on the phone or in person.
• Explore how to manage their own emotions – particularly when their “hot” buttons are pushed.
• Role-play and rehearse practical strategies and techniques to deal effectively with a variety of scenarios involving difficult persons.