Dealing With Difficult People

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The Dealing with Difficult People course addresses ways to deal with difficult people – both those that you know (such as co-workers) and those that you don’t know (such as clients). It is appropriate for staff and Directors. The course is a required credit in the Mutual Service component of the Insurance Practitioner’s Certification program.

This course contains a high-level view of:

  • The reasons people are difficult
  • A four-step strategy for dealing with difficult people
  • How to stay calm and avoid being baited
  • Assertiveness
  • Non-verbal communication
  • Active listening
  • How to show empathy
  • Some common types of difficult people, what makes them tick, and specific strategies for dealing with each
  • Conflict resolution strategies