Vigilant Training Courses

Dealing with Difficult People

Course Description

The way you deal with difficult people can make a situation either better or much worse. Knowing why people become difficult, how to use redirection techniques when dealing with them, how to keep your cool in difficult situations and how to be assertive rather than aggressive—are all essential tools for turning those difficult situations around. This hands-on, interactive workshop, will give you a chance to practice the skills you learn and walk away feeling confident that you can handle that difficult person differently than you did before!

Learning Outcomes

By the end of this training program, you will be able to:

• Name at least three ways to keep your cool when faced with a difficult person.

• Use assertiveness skills to manage them.

• Demonstrate verbal de-escalation techniques.

• Identify the four main reasons people become difficult.

• Demonstrate a variety of redirection techniques.

• Summarize your role in these difficult situations.

Upcoming Courses

The following dates are available for public registration for Dealing with Difficult People.

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