"How to Work with Difficult People" is a topic that touches us all. While you covered many technical concepts rooted in psychological and management theory, you kept your feet on the ground and were able to make your lecture appear as personal, friendly (and excellent) advice.
	Greg S. Schlappich, Actuarial Services Pacific Telesis Center, San Francisco, CA

Can a difficult co-worker or customer ruin your day? I present a practical, positive approach to working with difficult people. Learn how to understand problem people, defuse emotions, and move to constructive problem solving. Many participants say there are fewer difficult people around after this program. That's because they have learned to manage expectations, defuse emotion, and create deeper levels of rapport and respect.

Benefits:

• Gain perspective on how difficult people think, feel and act.
• Manage expectations and create positive experiences.
• Defuse emotion and create rapport.
• Handle complaints, say "NO" and deliver bad news.
• Influence others, set limits.
• Stay calm and confident under fire.

My How to Work with Difficult People has been offered organization-wide at:

• Bechtel
• American President Lines
• The County of Marin