Course Description:

Difficult people are everywhere! Or are they?  Each and every day, we encounter people whose behavior comes across to us as obstructive, obnoxious, stubborn, offensive, or worse.  What are the roots of difficult behavior; and what are the best strategies for dealing with these encounters?  Understanding the human emotional response process can lend great insight into these perplexing questions.  Following this workshop, participants will be able to identify the elements of human interpersonal reactions at play in a given situation and recognize emotional response cues that can guide them in refocusing a conflict encounter that’s gone awry and improve conflict resolution outcomes.