Communicating with Challenging Personalities

We’ve all had to work with a co-worker, client, or vendor, who we find to be challenging. Rather than letting it get under your skin, the tips in this course will help you overcome your frustration and remain under control. Cool as a cucumber! This course will provide you with techniques and communication skills guaranteed to help with different and difficult personalities by diffusing potentially explosive situations in a positive way.

Module 1: Why Challenging Personalities are “Challenging”

  • 8 challenging types
  • Tact & Diplomacy
  • Destructive Conflict
  • Are you a good listener?

Module 2: Tools to Interact with Challenging People

  • Asking questions
  • Open Questions
  • Listening for answers
  • Understanding the Listening Process
  • 8 types of listening
  • Assertive Communication

Module 3: Behavior Types and Styles

  • Identify and build on communication behavior styles
  • Interaction styles
  • The reciprocal quality of relationships

Module 4: Prevention Techniques

  • Proactive measures
  • Importance of Empathy
  • What to say and how to say it
  • What to avoid when dealing with challenging personalities

Module 5: How to Handle Challenging Situations

  • Dealing with challenging attitudes
  • The 5 step process
  • Safe handling of the dangerous two-faced co-worker
  • Know when to salvage a relationship
  • What to do if a challenging relationship is not worth saving
  • Learn how to pinpoint and communicate with the most challenging personality types
  • Learn how to manage your emotions under pressure
  • Learn how to go from conflict to resolution
  • Find new and effective techniques for diffusing conflict and clearing misunderstandings
  • Develop coping strategies to stay calm when facing difficult situations


  • Participant workbook 
  • Presenter slides and outlines 
  • Case Studies and Media as appropriate 
  • Role-play scenarios 
  • Post-training assessment 

Room Requirements 

  • Internet access for the presenter 
  • Screen 
  • Projector (if not ceiling mounted then a table or cart will need to be provided)
  • Training room must be able to comfortably accommodate the number of participants plus room to move around for various activities) 
  • Rounds or pods, a small table for presenter’s materials, chairs for all participants
  • One Flip chart and easel for each round table (for small group work) and markers

Additional Requirements 

  • Elevate will choose training facilitators whose background and expertise will support the subject matter and goals of the client 
  • Instructors will use a variety of instructional methods including lecture, group projects, discussion, and role play 
  • Participants are expected to be actively engaged in the learning process 

To customize your seminar please call 646-416-6441 or email