Learning how to handle difficult people is a skill that can be learned.

2. Learning how to handle difficult people is a
skill that can be learned.
We have all experienced them from time to time –
whether it’s one of your customers or colleagues, we
all have to handle certain individuals with greater
care than others to ensure a successful outcome in
challenging situations – why is this the case?

3. Often times, difficult people are not even
aware of the impact of their behavior, and go
through life completely oblivious to the
effect they have on others, while some
people actively seek out situations to
provoke others.
Being able to identify the two types of difficult
people can be very useful in managing
expectations and reducing stress in the office.

4. When it is a person’s responsibility to handle difficult
people and situations, it’s vital that they have the
right skills and techniques to ensure swift and
constructive resolution.
Being forced to handle difficult
situations without the right skills is
demoralizing, uncomfortable and normally
leads to an escalation of the problem – which
affects more and more people as the situation
becomes more and more dramatic.

5. Reflect on your business and consider whether you
have provided your staff members with the skills they
need to handle difficult people and challenging
situations confidently, effectively and quickly.
By the end of this course, participants will:
• Understand the personality profiles of difficult people
• Learn to recognize the different types of difficult
people in ones life
• Develop a greater awareness of a difficult person’s
personal perspectives
• Consider ones own beliefs & values

6. • Learn to recognize ways difficult people contribute
to situations
• Understand the Degrees of Difficulty
• Learn about ‘First Response’ and how to move past
it to be more constructive
• Consider ‘Go’, and ‘No Go’ options
• Develop plans to deal with difficult people
• Master the right words to use
• Master the LEAD model for a better outcome
• Understand the use of AI (Appreciative Inquiry)

7. PD Training delivers a one day training
course on “How to Handle Difficult
People” in Charlotte, Memphis, Orlando,
Columbia, Atlanta, Birmingham and
Flowood.