Dealing With Challenging People

The goal of this workshop is to better deal with challenging people. The principal way you can accomplish this is through honing your face-to-face problem solving skills, which include the ability to deal with aggressive and passive personality types, as well as applying strategies for diffusing a difficult situation.
Learning Objectives:

  • Correctly identify major personality styles based upon their use of verbal and non-verbal cues.
  • Define the different types of “challenging people”.
  • List and explain strategies for diffusing a verbal attack.
  • Practice how to deal with aggressive people.
  • Determine your strengths and weaknesses with communicating with challenging people.

Program Outline:
  • 1. Welcome & introductions
  • 2. “Challenging People” – Who Are They?
  • 3. Models for handling difficult situations and challenging people
  • 4. Assertive, Aggressive, Non-Assertive Personalities – How to Identify Them
  • 5. Self-Assessment – Which one am I?
  • 6. The 10 typical types of challenging people
  • 7. Key Principles/Proven Interventions
  • 8. Practice Exercise
  • 9. Summary and Action Planning

Target Audience: Customer Service Representatives, and Administrative Professionals

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