Dealing with Difficult People Training Course

registation and payment link


October 18 - 20, 2017
Presented by Elinor Whitmore and Oliver Martin


CAD $2150.00 + HST = $2429.50


"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."
Mike Carney, Bell Globemedia, Toronto

Are you...

  • avoiding conversations you know you ought to have?
  • wishing you could be more assertive and in control?
  • losing patience with certain people or personality types?
  • having problems giving negative feedback?
  • feeling anxious before a difficult conversation?
  • thinking of what you "should have" said after the conversation is over?
  • wishing you had managed a conversation or an individual differently?
  • having trouble managing emotional customers, colleagues or employees?
  • feeling that you could improve your communication skills and become a stronger communicator?

At this University of Windsor Law School Certificate 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 discussions, exercises and role plays that will change the way you see and respond to difficult people and difficult situations.  You will be given opportunities to practice learned skills in a variety of contexts so that the skills can become second nature. You will also be given the opportunity to practice a particular difficult conversation that you select.

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, retail managers, educators, consultants, customer service representatives and people who negotiate will all benefit from this workshop.

Completion of the ADR, Advanced ADR, Applied ADR, Dealing With Difficult People Workshops and the online Negotiation and Difficult Conversations courses will result in an Executive Certificate in Conflict Management (University of Windsor Law School).


At the Toronto workshop, you will have the opportunity to complete the Myers-Briggs Type Indicator-Step II* and receive a customized 18 page report containing valuable insights into your personality type and the personality types of others.

*Myers-Briggs Type Indicator® Step II (Form Q) Interpretive Report © 2001, 2003 by Peter B. Myers and Katharine D. Myers. All rights reserved.

You will learn how to:

  • analyze and prepare for a difficult conversation
  • begin a difficult conversation effectively
  • deliver difficult messages clearly and powerfully
  • confront someone calmly and respectfully
  • avoid common (but critical) mistakes
  • manage strong emotions
  • disagree without escalating the conflict
  • frame a difficult issue to promote discussion
  • become a better listener
  • overcome the fears that lead you to avoid conversations
  • discuss difficult issues that you did not see coming
  • know when and how to end a difficult conversation
After completing the workshop, you will be able to turn difficult conversations into productive exchanges.

You will be able to:

  • discuss difficult issues with greater confidence
  • interact more effectively with people you find difficult
  • handle people who are upset, angry, complaining or confused
  • manage your own responses better
  • encourage customers to feel like partners
  • spot personality differences
  • manage the emotions that arise from difficult conversations
  • differentiate between peoples' positions and true interests
  • resolve conflict more effectively
  • promote joint problem-solving around a difficult issue
23.25 CPD Hours

Upon completion of the workshop, you will receive a certificate from the University of Windsor, Faculty of Law.

Below you will find a syllabus that describes the structure of the workshop and poses some of questions that will be answered during the workshop.



The case studies and exercises on day 1 will address the following questions:

  • What makes a conversation difficult?
  • How do you start a difficult conversation to make it effective?
  • How do you confront unacceptable behaviour?
  • How do you identify and deal with difficult people?
  • How do you identify different personality types?
  • How do different personality types contribute to problems in the workplace and at home?
At the end of the day you will receive your customized Myers-Briggs Type Indicator (MBTI)-Step II report.   The MBTI is designed to provide valuable information about personality types and with over 2 million people completing the Indicator each year,   it is the most well-researched and trusted tool in the world for understanding why and how people are different.

According to the MBTI, all types are equally desirable and valuable. While all types are equally valuable, the differences between types can lead to conflict and frustration.  The MBTI is one technique for helping each of us gain insight into our own personalities.  This can provide us with helpful information about when we are at our best and what doesn't work so well for us.  The MBTI also provides practical information on communication styles, decision-making styles, and how different people deal with change and conflict.  These insights can assist us to understand, motivate, and interact most effectively with all the different personality types.



The case studies and exercises on day 2 will address the following questions:

  • What triggers you and others?
  • How do you identify and avoid common mistakes?
  • How do you deal with and manage emotions?
  • How do you get to the root of a problem?
  • How can you disagree with someone without escalating the conflict?
  • How do you prepare for a difficult conversation?


The case studies and exercises on day 3 will address the following questions:

  • How do you deal with difficult conversations in the workplace?
  • How do you deal with difficult conversations at home?
  • How might you manage your own responses better to make the conversation less difficult for you?
  • How do you know when to end a difficult conversation?
  • What is the best way to end a difficult conversation?
  • How do you conquer fears around a difficult conversation?
There will also be an opportunity on the final day to practise a specific skill or conversation that you have identified for yourself during the workshop.  The facilitators will be available to answer any questions that may arise for you in that specific situation.

General Enquiries

If you have any questions about this course, click here to contact us.

Registration & Payment





A $150 discount applies if you register for both the ADR and Advanced ADR Workshops at the same time.

A 15% discount will apply if 5 or more people register from the same organization.

Cancellation Policy

A fee of 50% of the Workshop fee will be charged for cancellations made up to two weeks prior to the scheduled date for the workshop. The full fee will be charged for cancellations made less than two weeks prior to the workshop date or if participants fail to attend without notice.

A delegate substitution, with required prerequisites, is welcome, up to the workshop commencement date.

An administrative fee will be charged for a change in workshop dates of $250 + HST for the ADR Workshop, Advanced ADR Workshop, Become A Powerful Negotiator Workshop, Dealing With Difficult People Workshop, Mastering Difficult Conversations in Elder Care Workshop and Coaching For A Better Workplace, $500 + HST for the Applied ADR Workshop, and $150 + HST for the Winning Over Irate Customers Workshop, if the change is made in the 8 weeks before the workshop.