Dealing With Difficult People

Stitt Feld Handy Group
Training overview
Professional Course
3 days
From 1,800 USD
Start dates
1,800 USD

1,800 USD

1,800 USD

North America
Inquire for more information

Course description

Dealing With Difficult People (Public Course)

At this multi-day workshop you will learn techniques to handle difficult conversations and difficult people with confidence, deal with problem employees and improve productivity. Now available Live Online.

All upcoming sessions will be Virtual Instructor-Led using ZOOM technology. Using ZOOM, the program will continue to be interactive and engaging involving role plays, exercises, and small group discussions. We are limiting each session to 24 participants.

At the Dealing With Difficult People Workshop you will learn techniques and strategies that will allow you to handle difficult conversations and difficult people with skill and confidence. You will be engaged in practical and interactive exercises that will change the way you see and respond to difficult people and difficult situations. You will be given opportunities to practise learned skills in a variety of contexts so that the skills can become second nature. You will have the opportunity to complete the Myers-Briggs Type Indicator-Step II and receive a personal report containing valuable insights into your personality type and the personality types of others. You will be given an opportunity to practice a particular difficult conversation that you select.

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Who should attend?

The Dealing with Difficult People Workshop is designed for anyone who has to deal with difficult people or difficult issues. Human resource managers, team leaders, managers, lawyers, educators, consultants, police officers, customer service representatives and people who negotiate will all benefit from this workshop.

Training content

Day 1

  • Assess what makes a conversation difficult
  • Start a difficult conversation effectively
  • Confront bad behaviour
  • Deal with difficult people
  • Identify personality types and understand your own
  • Understand how different personality types contribute to problems in the workplace

Day 2

  • Determine what triggers you and others
  • Avoid common mistakes in communicating
  • Manage emotions and self-defensive reactions effectively
  • Listening effectively in challenging circumstances
  • Managing people you don’t have time for
  • Get to the root of a problem
  • Avoiding the blaming traps
  • Disagree without escalating the conflict
  • Prepare for a tough conversation using an efficient template
  • Dealing with surprises

Day 3

  • Deal with difficult conversations in the workplace
  • Conducting performance reviews effectively
  • Deal with difficult conversations at home
  • Developing a problem-solving toolkit to manage challenging conversations
  • Manage your own responses better to make the conversation less difficult for you
  • Know when to end a difficult conversation
  • Determine what is the best way to end a difficult conversation
  • Conquer fears around a difficult conversation

Day 4

  • Conducting performance reviews effectively
  • Deal with difficult conversations at home
  • Manage your own responses better to make the conversation less difficult for you
  • Know when to end a difficult conversation
  • Determine what is the best way to end a difficult conversation
  • Conquer fears around a difficult conversation

Course delivery details

Practical and Interactive Training

We offer intensive and interactive learning experiences for professionals and executives. You will participate in dynamic exercises and case studies. The concepts and approaches you will learn have proven successful in the real world, and can be applied immediately to your situation.

Virtual Instructor Led Learning Features

  • Smaller classes for more interaction with the facilitators
  • Breakout sessions to engage with other participants
  • Access to videos and handouts for future reference
  • Interactive and engaging live virtual sessions


  • Canadian Residents: CAN $2,225+tax
  • Residents outside of Canada: US $1,800

Certification / Credits

Graduates receive a certificate from the University of Windsor Law School.

Personal Benefits

  • Learn more about your personality and the personalities of people you find difficult and how to interact more effectively
  • Learn why certain people push your buttons
  • Understand and recognize the six key themes that make conversations difficult
  • Learn to prepare effectively for a difficult conversation
  • Confront someone calmly and respectfully
  • Avoid common (but critical) mistakes
  • Become a better listener
  • Overcome the fears that lead you to avoid conversations
  • Know when and how to end a difficult conversation
  • Promote joint problem-solving around a difficult issue
  • Deal with a variety of difficult people with more skill and confidence

Organizational Benefits

  • Minimize the loss of productivity and morale caused by interactions that were handled badly or conflicts that were avoided and allowed to fester
  • Achieve more effective interaction among employees
  • Maintain and repair workplace relationships
  • Deal with problem employees in new and helpful ways
  • Improve the ability of your staff to manage and lead others effectively
  • Inject confidence in your staff by providing them the tools and ability to have difficult conversations productively
  • Make your customers feel like partners

Why choose SFHGroup?

Over 55,000 people trained

Over 850 customized workshops delivered

University of Windsor Law School Certificate workshops

About SFHGroup

Stitt Feld Handy Group

Since 1994, more than 55,000 people have attended our public workshops to learn new approaches to resolve conflicts, negotiate better deals, communicate more effectively, improve customer service and build their ability to coach others. We also conduct practical skills-based customized...

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Contact info

Stitt Feld Handy Group

180 Duncan Mill Road
M3B1Z6 Toronto Ontario

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Average rating 5

Based on 10 reviews.

Bell, Toronto, ON, Canada
This course should be mandatory. You quickly learn why frustrations occur in the workplace and at home and learn how to eliminate them…or at least calmly understand the root of them.
I liked breaking down difficult conversations into a process and discussing most effective ways to approach and have those conversations. Very strong presenter, kept us engaged, and was very informative. Role plays and exercises are entertaining and lighten the mood. Allows a sort of practical application for future use.
Fairfax Printers, Chullora, New South Wales, Australia
This course should be essential for anyone moving into a supervisory role or dealing with the public. It provides valuable information and useful problem-solving materials that can easily be adapted to the workplace or personal situations.
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