+385 1 463 7437 info@anglo-adria.com

Working with Challenging People

"You cannot predict how another person will behave in a particular situation, for example, under stress. What you can influence is yourself"

Who is the workshop intended for?

The training program is intended for managers of all levels who work with employees who are difficult to lead and those who have communication difficulties, and is very useful for those who need to conduct demanding calls and deal with unpleasant situations, either with colleagues within the company or with clients.


Training objectives

The goals of this training are multiple. It is crucial for participants to be aware of the most common barriers in communication, which is why conversations and relationships with some individuals can go in the unwanted direction, and interlocutors would be perceived as truly "difficult". It is also important to learn how to separate the behavior and comments of the interlocutor from us personally and retain our professionalism. Only when participants have the names for "phenomena" they are struggling with on a daily basis and knowledge of possible responses to them, can they lead their behavior in a targeted and constructive manner and achieve what they want.

Workshop content

  • Disturbances and obstacles in communication – How to recognize and avoid them?
  • Why can interlocutors (internal – subordinates, superiors, colleagues and outsiders) be “difficult”?
  • Controlling emotions and the more effective “igniting” of the rational brain in a challenging conversation
  • Getting acquainted with four basic communication styles
  • Discovering your own style of communication – managing yourself to lead a conversation to a goal
  • The difference between reaction and response in demanding conversation
  • Constructiveness in approach – How to communicate with “difficult” internal and external clients, what should be avoided?
  • Types of “difficult” people – categories that help to answer
  • Adapting to a conversation interviewer – techniques for question-setting and active listening for challenging situations
  • Working with an aggressive, silent and withdrawn interlocutor, with one resisting, or with the one who says “yes,” and does nothing or very little – a connection of theory and practice for success
  • Key verbal techniques for different interlocutors
  • How to constructively provide feedback to an employee?
  • A model for handing complaints (both internally and externally)
  • How to deal with unpleasant criticism, insult or inappropriate behavior of the interlocutor (internally and externally)?