Managing Difficult Situations, Difficult People
(DDSPR, Live Instructor-Led Training, 2 days)


It takes all personalities to make the world go around. But honestly, some people just seem determined to work against you, no matter what you do? Difficult and under-performing employees can be the weak link in your project – causing delays, costing money and sowing discord. Avoidance is not the answer. Through discussions and case studies, the instructor will guide participants through the process of understanding their conflict style, identifying the root cause of conflict, handling difficult conversations, and developing avenues for action.

Dates and Pricing

Jan 22 to Jan 23, 2018$799/person Feb 19 to Feb 20, 2018$799/person Mar 19 to Mar 20, 2018$799/person


Why Can’t We All Just Get Along?
It Takes Two to Tango
Personality Types
Conflict Styles: Flight or Fight?
Communication Styles
Power Dynamics
Understanding the Root Causes of Workplace Conflicts
Conflict is Communication
Feelings: Bad, Mad, Sad or Different?
Roles and Responsibilities
Workplace and Group Dynamics
Workplace Culture
Root Cause Analysis Tool
Limiting Workplace Conflict
One Ounce of Prevention is Worth a Pound of Cure
Workplace Mental Health and Wellness
Communication and Team-Building
Conflict Resolution Options, Tools and Processes
Avoidance is Not the Answer
Positives of Conflict
Assessing the Problem
Documenting Behaviours and Incidents
Analyzing the Dynamics
Chronic versus Short-Term Behaviours
Urgent Response Required
Is This Something Bigger? Mental Health Indicators
What Resolution do I Want?
Discussing the Problem
Respect and Privacy
Preparing for the Discussion
Setting Boundaries
Focus on the Goal
Understanding the “Agreement Frame”
Communication Tips to Stay in Control
The Error of E-mail Confrontations
Things You Should Never Say, Write or Do
Addressing the Problem
Handling Passive-Aggressive Behaviour
Handling Aggressive Behaviour
How to deal with an in-session refusal to answer a question
How to deal with an in-session resignation
Avenues for Action – Acceptance, Consequences, Final Warning, Goodbye
Developing a Plan
Following Through
Pitfalls to Avoid
Loss of Self-Control
I-YOU Confrontation
You’re Late, Late, Late
Getting Sucked In
Being Stuck
Missing the Root of the Problem
Partial Follow Through
Not Knowing the Legal Requirements
Moving On
When it’s Done, it’s Done
What t do if it’s Not Done?
Techniques for De-Stressing