Dealing With Challenging People and Situations


We know that managers and employees spend the vast proportion of their time engaging in some form of communication with others.  Though intending to share information, sell others on new ideas, provide employees with feedback, and influence behavior in a positive fashion, studies indicate that more and more of this time is spent contending with and seeking to resolve conflicts. 

Unmanaged conflict can lead to lower levels of teamwork and customer service, diminished employee commitment, and lower productivity.  However, managed conflict can have a positive effect on the workplace since it can open the lines of communication and strengthen relationships with employees and customers. 

This interactive workshop includes customized case studies that allows for practical application of the concepts covered.

Learning Outcomes

  • Causes of Conflict
  • Determining Your Conflict Style
  • Interpersonal Skills
  • Handling Difficult Employees and Customers
  • Managing Your Own Emotions
  • The Role of Listening
  • Win-Win Solutions


Half Day


Managers and Supervisors


Group Discussions, Assessment, Lecturettes, Case Studies

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