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Dealing With Difficult People

This workshop focuses on how to deal with difficult human interactions. While people who work with the public often have to interact with “difficult customers” (from the dissatisfied to the angry, or even verbally abusive clients), this workshop can help anyone who often feels overwhelmed by the frustration or anger of others.

Date: TBA
Time: 9:00 am - 5:00 pm
Location: 688 Sherbrooke Street West
Fee: $545 CAD plus applicable taxes

PMI® Professional Development Units (PDUs): 7


Participants acquire skills and techniques to circumvent or break defensive patterns of interactions and opt for protection mechanisms that lead to more positive results. Topics include: triggers, personal “alarm systems”, defensive behaviour patterns, and five steps to diffuse tension and arrive at acceptable solutions.

Who Should Attend

Employees who regularly interact with the public.


At the end of this workshop the participants will be able to:

  • Remain constantly aware of events or behaviours that trigger defensiveness
  • Apply techniques to avoid or break defensive patterns
  • Diffuse tension and/or anger to reach acceptable solutions.

Topics Covered

  • Identifying sources of defensive reactions
  • Becoming familiar with personal “alarm systems”
  • Defensive behaviour cycle
  • Protection mechanisms
  • Techniques to avoid or break defensive patterns and come to mutually acceptable solution.


Ann Brosseau

Ann Brosseau, M.A., PhD(c)

With an educational background in the fields of psychology, sociology, adult education and human resource management and 20 years experience in training and education, Ms. Brosseau specializes in helping learners develop useful and relevant interpersonal, leadership and human resource management skills required to excel in the workplace - as employees, team members, managers or human resource professionals. Building on the experience of learners, she favours an experiential, hands-on approach to learning.

Cancellation Policy

All cancellation & substitution requests must be made in writing. The following Cancellation Policy applies:

Up to 14 days prior to the start date: Full refund
7 days prior to the start date: Refund minus $100 Cancellation fee
Within 7 days of the start date: No Refund, however suitable participation substitution will be permitted

If no notice is given prior to the start of the event(s) and you fail to attend, you will be liable for the full course fee.

McGill SCS reserves the right to cancel an event up to 5 days prior to its start.

Contact Information

Telephone: 514-398-5454
E-mail: pd.conted [at]

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