Difficult People: Why They Act That Way and How to Deal with Them

Individuals who want to develop or refresh their communications skills when working with difficult people


Expected Duration
31 minutes

Anything taken to an extreme can be a liability, and this is true of human behavior. While confident, cautious, or energetic people can be perfectly tolerable in small doses, they can also be annoying or problematic when their behavior is over-the-top. Then there are people who are just plain negative – their glass is always ‘half empty.’ While occasional griping is acceptable, negativity can wear you down.Certain situations trigger extreme behaviors that might be moderated otherwise. And, your own emotional state might be such that your tolerance for any extreme is low. All sorts of situational and personal circumstances can make a somewhat difficult person into an extremely difficult person in no time.


Understand and Deal with Difficult People

  • recognize the characteristics of difficult people “”types””
  • describe the motivations of people who exhibit dominant-controlling behavior
  • respond effectively to a dominant-controlling person
  • recognize what motivates people who exhibit analytical-obsessive behavior
  • predict analytical or obsessive behavior based on typical root causes
  • identify motivations behind the behavior of expressive-impulsive people
  • identify appropriate strategies for dealing with expressive-compulsive people
  • recognize the traits exhibited by skeptical-negative people
  • use strategies to deal effectively with skeptical-negative people
  • respond effectively to difficult people by understanding the motivations underpinning their behavior





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