PrintESS-800 Dealing with "Difficult" People
Throughout our workday we interact with a variety of people. Whether they are customers or managers, employees or peers, some people can be difficult. How we handle these people and the difficulty they cause will determine either a positive or negative outcome for us—and for them.
Get equipped with a variety of techniques to manage the emotional upheaval triggered by difficult behaviours. Tools and strategies are also offered to enable the participants to deal with difficult people face-to-face. Since many of us avoid speaking up because we don’t know what to say, an opportunity will be given to prepare the actual words with which to address a variety of difficult behaviours. - Half day
Instructor: Susan Vaughan
This course qualifies for credit towards the following:
“Awesome willingness to veer from material as class discussion develops (encouraged us to spark discussion, too). Excellent in validation of concerns, questions, etc. Great thinking on her feet as we threw her curve-balls. Good mixture of us listening to her, then us participating. Room was very spacious -- did not feel cramped in the slightest (which is good!!).”
Kelly Penfold, Dealing with “Difficult” People participant
McMaster University, Mills Library