Psychologist Jeffrey Kottler: “Every person you fight with has many other people in his life with whom he gets along quite well. You cannot look at a person who seems difficult to you without also looking at yourself.”

This one-day course provides basic techniques to deal with challenging behaviours that can be resolved through effective conflict resolution and negotiation skills. 

As a participant, you will delve into the reasons for these challenging behaviours, and determine strategies to employ to avoid difficult, unproductive situations and transform them into unexpectedly positive energy.

Learning Outcomes

Upon successful completion of this course, participants will be able to;

  • Distinguish between various types of difficult people and challenging behaviours.

  • Appreciate your own behaviour style and how it affects others.

  • Apply conflict management and negotiation skills to challenging situations.

Course Content

Types of Difficult People

  • Reasons for the behaviour
  • Strategies for dealing with them

Types of Difficult Behaviours

  • Styles
  • Strategies to help deal with them

Assertive Communication

  • Assertiveness and aggressiveness styles
  • Assess your style
  • Reading and responding to body language

Conflict Management

  • Recognizing the strengths and vulnerabilities of our own style
  • Conflict causes and management strategies
  • Negotiating to win-win solutions


MCE Facilitator April Morganti

April brings over 25 years of broad-based strategic management experience and a solid track record of building and maintaining effective relationships in health, education, government, and not-for-profit organizations. April holds a Masters of Public Administration (MPA) and an Honour’s BA from the University of Western Ontario, a Diploma in Adult Education from St. Francis Xavier University, and a Certificate in Co-Creative Stakeholder Engagement from the University of Toronto. April is a licensed Crucial Conversations trainer and has facilitated for healthcare organizations, education, and not-for-profits. April is passionate about people and their development.

April was Executive Director of Able Living Services in Hamilton, an award-winning not-for-profit, serving individuals with physical disabilities and seniors, where she oversaw a budget of $15 million and a staff of 350. April led the team to win the Minister’s Medal of Excellence in Community Healthcare, the 3MAward for Innovation and the Pinnacle Award for Innovation and the organization ranked 37th in the 50 Best Workplaces™ with 100 to 999 employees by Great Place to Work® Canada in 2018.

Early Bird ends June 28!

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Pricing options

Virtual delivery from 8:30am to 3:45pm