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 Lesley Calvin

Lesley has a Masters degree in Organizational Leadership (MAOL), Designation as a Professional Life and Leadership Coach (CPC), and a professional accreditation as a PCC by the ICF. Lesley Calvin has led countless individuals and teams, to dig deep, and engage fully to meet and exceed their potential. Building high-performance individuals and teams is her jam.

Lesley Calvin has a fundamental approach to nurturing leadership at all levels, ages, and stages. Lesley is a Certified Emotional Intelligence subject expert, with almost 2 decades of experience in Leadership and Engagement programming as an Administrator in Higher Education, she prides herself on identifying and fostering, action-forward, self-awareness, and applied leadership skills in individuals and teams.

Lesley believes it is never too early or too late to develop your interpersonal, professional, and leadership skills.

Pricing options

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