Handling Conflict and Difficult People

Anyone who:

😊 finds people difficult sometimes

🤝 wants better relationships

💬 wants to stay calm in tough talks

• Calming conflict: 10 simple steps
• Stopping things getting worse

• Staying in control in tense moments
• Knowing what the ‘nevers’ are

• Choosing the right timing
• Understanding ‘assertiveness’ is key

• What makes someone ‘difficult’
• Why sometimes behaviour is difficult

• Simple rules to handle difficult people

• How to ‘rise above’ negative behaviour
• How to respond well: 4 clear steps

• 21 different types of difficult people

How to stay steady and in control:

• Handling anger: 7 simple ways

• Staying calm when emotions rise

• Responding instead of reacting

✔ What body language is, why it matters
✔ How to use personal space well

✔ How ‘non-verbals’ can resolve conflict
✔ When touch is helpful (& when it’s not)

✔ How to manage facial expressions
✔ How the smile 🙂 has great power

✔ What are 3 ‘C rules’ for reading others

Tools to help you:

✔ Use simple phrases to reduce conflict
✔ Speak clearly without causing upset

✔ Help others feel heard and understood

You will learn simple steps to:

✔ Take the first step

✔ Admit your part in a problem

✔ Listen for hurt and feelings

✔ See the other person’s view

✔ Fix problems, not blame others

✔ Rebuild the relationship

✔ How different personality styles work

✔ Why people behave differently

✔ How to work better with each style

✔ How differences can cause conflict
✔ How to use differences as a strength

After the course, you should be able to:

✔ Stay calm in difficult situations
✔ Handle tricky people with confidence

✔ Use words that reduce conflict

✔ Understand people better
✔ Build stronger, healthier relationships

and you’ll have handouts 📚 to refer to

Total duration: 6-10 hours (set by each Delivery Centre*).

*For each course, the Hosts decide on:

a) the duration of each session and
b) the number of sessions.

This depends on attendees’ needs and the facilities at each Delivery Centre

The course is one of a series of courses
called Positive Life Courses (‘PLC’).

A Positive Life is one that is:
✨ uplifting
✨ encouraging

✨ hopeful
✨ confident

✨ supportive
✨ useful

✨ forward-looking
✨ worthwhile

To learn more: About PLC

We have used ideas from the following:

a) books: Powerful Phrases for Dealing with Difficult People, Renée Evenson; How to Handle Difficult People, Fred Pryor; The Bible; The Marriage Book – How to build a lasting relationship, Nicky & Sila Lee; Personality Plus, Florence Littauer; Positive Personality Profiles, Robert A. Rohm; Personality Patterns, Lana Bateman

b) talks on conflict resolution by Rick Warren

c) websites: psychologytoday.com, pastorrick.com and discinsights.com