How to Deal with Difficult People: Tools and Techniques for Transforming Toxic Behavior

Online /
Sep 12, 2024 /
Course Code: 0917-WEB24

The confirmation of this course depends on early registration; Register early to avoid the postponement or cancellation of a course.
  • Overview
  • Instructor


Program Overview
The skills you will learn in this program will help you master and transform challenges with prickly people. As you utilize the tools of self-awareness, effective listening, open questioning, mindful emotional intelligence, and conflict management, you will reduce your stress, experience less grief, be more confident in upsetting circumstances, attain better relationships, and feel empowered to transform conflict situations into collaboration. You’ll acquire intriguing techniques and strategies to address the most testing relationships.

After Participating in this course, you will be able to:

  • Analyze personality styles so you may better handle challenging people.
  • Demonstrate self-awareness and social awareness to address needs and temperaments in tough situations.
  • Use the power of effective listening to deflect and transform anger and nastiness into effective communication.
  • Manage your anger and frustration with very prickly-acting people.
  • Reframe negativity into positivity and cooperation.
  • Engage in “solutioneering” to create trust and resolve problems.

Do you fight, flee, freeze, or ignore difficult people? Toxic-behaving people can confront you anywhere - in fact – in times of stress, you might even be perceived as one of them! Perhaps every one of us can be bad-tempered during certain moments of our lives.

Everyone needs to know how to handle people who act unreasonably appropriately - whether they are outside customers, employees, the public, or our families and friends. Difficult people are said to “push our buttons,” but with successful tools to deal with these challenging behaviours, we can manage our anger and frustration to act professionally and consciously respond effectively.

Course Outline:

  • How to analyze personality styles to become self-aware and socially aware to address needs and temperaments in tough situations
  • How to use the power of effective listening to deflect and transform anger and nastiness in others.
  • How to manage your anger and frustration with very prickly-acting people
  • How to reframe negativity into positivity and cooperation
  • How to engage in “solutioneering” to create trust and resolve problems

Who Should Attend:

CEOs, Managers, Board Members, leaders at any level, and others who are in a position to deal effectively with challenging personalities and difficult people.

Time: 12:30 PM - 2:00 PM Eastern Time

Please note: You can check other time zones here.

System Requirements

PC-based attendees
OS: Windows 7, 8, 10 or newer

IE 11 or later, Edge 12 or later, Firefox 27 or later, Chrome 30 or later

Macintosh based attendees
OS: Mac OS X with MacOS 10.7 or later

Safari 7+, Firefox 27+, Chrome 30+

OS: iOS 8 or newer

OS: Android 4.0 or higher


Mari Frank, Esq., CIPP

Mari J. Frank, Esq., MA, CIPP, is an attorney, professor, mediator, author, coach and radio host in practice in Apollo Beach, Florida.

She has taught corporate leaders leadership skills, conflict management, negotiations, and mediation at the University of California, Brandman University and Western State College of Law. She mediates business and employment disputes and trains executives and lawyers in the skills of emotional intelligence, effective leadership, negotiations, and successful conflict resolution.

The Engineering Institute of Canada

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Course Rating
3.9 out of 5

Overall rating of this course by its previous attendees!

Fee & Credits

$115 + taxes

  • 0.15 Continuing Education Units (CEUs)
  • 1.5 Continuing Professional Development Hours (PDHs/CPDs)
  • ECAA Annual Professional Development Points

Group Training
This course can be customized and delivered to your group of staff at your facility, saving time and money.
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Canada Job Grant
The cost of this course could be covered by Canada Job Grant.

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