| Understanding difficult people |
| Preparing yourself – building your
self-confidence |
| Understanding the impact of environment |
| Identifying difficult behaviour |
| Tackling aggression, coping with know-it-alls,
teasing out the silence stance, distancing constant complainers and dealing with negativity |
| Dealing with difficult situations at
work |
| Dealing with difficult customers – on the
phone, by letter and face-to-face |
| Working with difficult colleagues –
understanding and dealing with conflict, anger and criticism |
| Managing difficult staff – talking the
problem through, setting clear boundaries and monitoring mechanisms |
| Coping with difficult managers |
| Understanding different behavioural types |
| Accepting difficult people |
| Learning to cope with difficult people at work |
| Understanding the importance of anger and
conflict management |
| The importance of clear, effective
communication |
| Mediation – knowing when a third party is
useful, and how to make it happen |
| Understanding the importance of body language |