Dealing With Difficult People

A 2 Day Hand-On Workshop

The ability to navigate difficult conversations in the workplace is essential in today’s government work environment. Whether it be about performance, professional behavior, or personal habits, topics that seem personal to one participant or another can be difficult to navigate. This workshop is designed to improve the ability of government employees and leaders to successfully navigate tough topics to improve performance and work conditions. Participants gain hands-on experience in applying proven step-by-step techniques to communicate clearly and effectively when the outcome is important, people disagree, and when emotions are a factor.

This instruction presents skill-building modules that focus on the following core competencies: Professionalism, Communication, Body Language, Strategies for Persuasion and Understanding other Perspectives.

Topics Covered in this Workshop

  • How to start the difficult conversation
  • Assessing the situation in preparation for the difficult conversation
  • Use a “difficult conversation” checklist
  • Apply techniques to prepare for difficult conversations
  • Manage the conversation through blame, avoidance, and negative reactions
  • Apply techniques to create productive dialog
  • Analyze and use body language with purpose
  • Apply effective listening techniques to improve understanding
  • Apply techniques to speak more confidently to build rapport and increase understanding of intent
  • Use diplomatic language techniques
  • Understand communication styles
  • How to control emotions and stay on task
  • Construct conversations to influence people


Toolkits: Receive a Student Handbook and Online Toolkit, containing tools such as checklists, tips, techniques, and numerous other tools to help you use your new skills immediately.

Audience: This workshop is designed for all government personnel.

Additional Informationnasba_cperegistry_logo_color_transparent
CPE Credits:
CEU Credits: 1.3
Program Prerequisites: None
Advanced Preparation: None
NASBA Program Level: Basic
NASBA Field of Study: Personal Development
Delivery Method: Group Live – Classroom