Description:
Everyone,
at some time or another, deals with a difficult person. Whether it is the whiner, the exploder, or
the guilt-trip sender, a few basic principles and tools can make working with
them less stressful and more productive and profitable. Learning to recognize what kind of person or
behavior you are dealing with gives you great tools to work with. This presentation is designed to provide the
skills to identify difficult personality types, utilize a variety of strategies
to help manage difficult situations, and recognize the importance of being
assertive.
Learning Objectives:
- Identify
six types of difficult people, their common characteristics, and behavior
patterns.
- Outline the steps to take when coping with a difficult person in
order to diffuse the situation.
- Define the importance of assertiveness and
various assertive tactics to use in these situations.
Author(s):
Deborah S. Janeczko, RMA, BS, MA-CTE
Launched: 2012