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HANDLING DIFFICULT PEOPLE: List of resources
Title & Format Description
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Insights and Strategies Series
Inspire best practice performance with up-to-date knowledge, insights and strategies from a range of business leaders ...
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Switch On - Respect
from the series: Switch On Series
The Switch on Respect course provides the stimulus for everyone to develop respectful thinking patterns and behaviors...
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Switch On - Service
from the series: Switch On Series
Switch on Service is a course designed to develop and maintain positive service attitudes in all staff that provide s...
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Switch On Series
The SWITCH ON SERIES has been created by psychologist Eve Ash to help people identify and change negative thinki...
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Getting Motivated
An animated series developed by psychologist Eve Ash to help people get motivated. Learn how to create a positive min...
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Calming a Complainer
The Calming a Complainer video provides skills to deal wth comlpainers professionally and calmly by examining an amus...
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How to Mediate Conflicts
How to Mediate Conflicts is a powerful skill that every leader should master. Team members can also benefit from lear...
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Handling Anyone Difficult
Steve teaches Carlos 6 key skills so problems don't escalate with difficult people. ...
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Resolving Conflict
A great program on essential skills for preventing and resolving conflict with best outcomes. ...
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Responding Thoughtfully
Listen supportively by clarifying, reflecting, advising with care and probing (CRAP). ...
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Cutting Edge Communication Comedy Series 1-80
COMEDY MAKES LEARNING FUN This comedy business series completed was created by Psychologist Eve Ash and comedienn...
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Diffusing Anger
Marcus runs a training session to help staff manager anger, and invites Serena as the anger management expert, which m...
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Bullying and Harassment
Bullying, harassment and sexual harassment is unacceptable in any workplace. But many people don't realize when t...
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Damage Control
In Damage Control you will explore a case study of a product launch delivery disaster and a very angry client - all s...
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Dealing with Conflict Case Studies
These four case studies taken from three programs by Ash Quarry, provide great discussion starters for workshops and t...
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Dealing with Manipulative People
Working with manipulative people can be difficult, as they have the ability to influence you or even exploit you. Psyc...
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Difficult People and Situations Series
The Difficult People and Situations Series is a must for every business. With four dramatized case studies, this lead...
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Handling the Difficult Customer
In some workplaces people deal with really difficult customer or clients... often all day long. Psychologist Peter Quar...
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Leadership Sins
Discover the sins that disempower staff. Learn how to open lines of communication between management and staff, demon...
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Manager and Psychologist
from the series: Q&A Series
This a course providing practical examples of people skills required by managers. Managers need to understand how to ...
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Managing Boundaries
One very effective way of knowing how to handle conflicts (both overt and covert) at work is by understanding boundari...
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Managing Difficult Customers and Complaints
Ideal for group training and self-development..with excellent workbook and handouts. Psychologist Peter Quarry and a ...
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Overcoming Objections
Ideal for group training and self-development. With excellent workbook and handouts. Psychologist Peter Quarry and ...
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Personality Clash
Learn how to manage a team conflict through open discussion where feedback is welcomed and differences are discussed ...
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Understanding Personality Differences
from the series: Q&A Series
This is a course that reinforces how teams benefit from diversity. Personality issues can pose some of the biggest ch...
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7 Ways to Handle a Difficult Boss
Stop complaining and start working on solving the problem. Learn seven specific strategies to help with even the most...
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Managing Aggression in the Workplace
This program explores how to prevent aggression at work and how to reduce risk and/or manage it when it happens. A mus...
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The Psychology of Saying Sorry
Find out why people have such difficulty apologizing when something has gone wrong. Discover the benefits of apolog...
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Coaching Challenges Series
In the real business world, coaching situations spring up all the time. The should be exciting opportunities for fe...
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6 Ways to Resolve Conflict
Learn six practical techniques to resolve conflict in the workplace and achieve effective results. ...
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Dealing with Abusive & Threatening Calls
Discover the six skills for managing angry, abusive and threatening callers and how to end a call professionally. ...
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Dealing with the Unmotivated Employee
Learn alternative strategies for staff motivation problems with this lively debate. ...
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Eliminating Workplace Bullying
Develop an organisational policy that helps victims as well as those with bullying behaviour to recognise and resolve ...
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Handling Upset Customers
from the series: Hotlines Series
One of the toughest challenges for a call centre operator is dealing with an upset and emotional customer. They have t...
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Managing Anger & Abuse
from the series: Hotlines Series
When customers are angry it is important to deal with them effectively and professionally. ...
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Managing Disagreements Constructively
This video covers the range of ways to manage disagreements and conflict. Understand that there is no one right wa...
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Conflict within Teams
Learn skills to identify and resolve conflict between team members. ...
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Dealing with Difficult People
Develop techniques to handle angry, abusive or uncooperative people. ...
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Handling Complaints
Resolve problems and gain positive outcomes from difficult situations. ...
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Overcoming Harassment
Learn simple techniques for dealing with harassment and changing the situation. ...
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Overcoming Negative Behaviors
Dealing with negative and difficult people is one of the most stressful tasks in today's workplace. Learn p...
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Coaching to Resolve Conflict
This program will provide viewers with the knowledge and skills they need to coach others to resolve conflicts in t...
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Dealing With Conflict
from the series: People Skills Series
Conflicts at work waste an enormous amount of time and energy. In this video see practical examples of five different ...
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Giving Bad News
from the series: People Skills Series
It is always difficult to communicate bad news. Redundancies and terminations are the hardest but there are also bu...
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Handling Difficult People
from the series: People Skills Series
Learn practical skills to deal with the know-all, the aggressive person, the joker, the complainer and the dodger. ...
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Mediating Disputes
from the series: People Skills Series
Learn a step-by-step method for resolving disputes, personality clashes and other conflicts. ...
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The Improving Performance Series
A set of 8 programs to develop skills for managers to talk to staff about poor performance....
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