Sample Course Agenda

Dealing with Difficult People

Presenter: Jenny Carney

Program Description: Negative Nellie, Ted the Tank, Side Swipe Susie, Don’t Care Dan … difficult people everywhere! That’s what it feels like in today’s high stress workplace. If you feel surrounded by these types of people in your workplace and don’t know what to do, this workshop is for you.

Course Objectives and Measurable Outcomes: Each participant will have the opportunity to:

• Analyze the key attributes of various difficult personalities.
• Identify a variety of constructive approach skills to deal with difficult people.
• Analyze specific situations with difficult people.
• Construct a plan to deal with the situation with the difficult person.

Participants will have a “toolbox” of approach skills when they complete the workshop.

Practical Application Exercises:

• Role playing
• Real world scenarios
• Group project work using case studies.

Student Workshop Evaluation/Assessment of Learning: An evaluation will be given to all participants regarding the training outcomes and specifically how they will apply them.