Employee Handbooks: 2026 Update on Policy and Procedures

Overview

The ability to communicate effectively in the workplace has become a basic skill in today’s environment. As the workplace becomes more stressful, there seem to be more difficult people to deal with. In this program, you will learn how to work in more challenging environments by expanding your communication skills with all types of people that you encounter.

Dealing with difficult people daily can turn a dream job into a nightmare! As workplace pressures increase, many office professionals are finding it harder to deal with difficult people on the job and in their personal lives. Whether you must handle a customer who shouts at you for doing your job or a team member who takes credit for your ideas, this unique webinar will show you ways to stop falling victim to those difficult people who love to make life miserable for the rest of us!

Why Should You Attend?

• Understanding common types of difficult behaviors (aggressive, passive-aggressive, negative, resistant, etc.)
• Identifying root causes behind challenging communication styles
• Emotional intelligence tactics for staying composed under pressure
• Techniques to set boundaries and maintain professionalism
• Assertive communication: what to say and how to say it
• Strategies to de-escalate conflict and redirect conversations
• Approaches for dealing with chronically difficult coworkers or clients
• Practical role-play examples and real-life application scenarios

Who Will Benefit?

• Understanding common types of difficult behaviors (aggressive, passive-aggressive, negative, resistant, etc.)
• Identifying root causes behind challenging communication styles
• Emotional intelligence tactics for staying composed under pressure
• Techniques to set boundaries and maintain professionalism
• Assertive communication: what to say and how to say it
• Strategies to de-escalate conflict and redirect conversations
• Approaches for dealing with chronically difficult coworkers or clients
• Practical role-play examples and real-life application scenarios

Areas Covered in the Session

• Understanding common types of difficult behaviors (aggressive, passive-aggressive, negative, resistant, etc.)
• Identifying root causes behind challenging communication styles
• Emotional intelligence tactics for staying composed under pressure
• Techniques to set boundaries and maintain professionalism
• Assertive communication: what to say and how to say it
• Strategies to de-escalate conflict and redirect conversations
• Approaches for dealing with chronically difficult coworkers or clients
• Practical role-play examples and real-life application scenarios