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Dealing with Difficult People

Mar 14, 2018 (9 AM - 4 PM)

Price: $ 235.00 (regular rate)

Calgary, Alberta – Executive Royal Inn & Conference Centre

Trainer: Shelly Qualtieri

photo of Shelly Qualtieri, trainer at ACHIEVE Centre for Leadership & Workplace Performance

About the trainer

Shelly Qualtieri

As a former Multidisciplinary Team Manager for a non-profit organization and Team Leader within the Provincial Government sector, Shelly's experience in coaching, mentoring and leadership has provided her with a unique and diverse skill set that combines academic understanding with practical knowledge. She holds a Master's degree in Investigations Management along with having a Certificate in Forensic Investigations. Shelly has significant work experience both in Canada and Australia, where she been an energetic practitioner, educator and leader in the field of youth justice, child welfare, mental health, homelessness and suicide intervention for over 20 years. In addition to training with ACHIEVE, she is a currently the Department Manager at the YW Calgary - Counselling and Personal Development and COMPASS program. Shelly is a seasoned and engaging presenter who is passionate about her work, which allows her to naturally facilitate ongoing learning for workshop participants.

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We all encounter people we find difficult. Typically conversations with them leave us feeling frustrated, stressed, angry and tired. This workshop will analyze what is happening in those exchanges and demonstrate how people can adapt their strategies to bring about more productive conversations with those they find difficult. Individual styles will be explored with an emphasis on understanding and adapting one’s style to create different results. Participants will learn how to create the right conditions for a conversation with a person they find difficult. They will also learn how to positively engage the other in a discussion about the pattern of difficult behaviour. This workshop gives participants a straightforward approach that creates dramatic change in the outcome of conversations with people they find difficult.

About This Workshop

Workshop Outline

  • Who is a Difficult Person?
  • My Case Study
  • What is Reasonable Behaviour?
  • Where You Have Influence and Control
  • Styles for Dealing with Difficult People
  • Your Style Assessment
  • What is Bullying?
  • Dealing with the Bullying Person
  • Dealing with the Chronically Passive Aggressive Person
  • Understanding the Anger Cycle
  • How to Defuse and Deal with the Chronically Angry Person
  • Dealing with the Chronically Resistant Person

Method of Delivery

Lecture, personal reflection, skill building, video and small group discussions.

Target Audience

This is an introductory-intermediate level workshop that focuses on behaviours that we all find difficult and is intended for anyone looking to gain an insight on how to manage and improve difficult relationships.

Promotional Partner

Chartered Professionals in Human Resources Alberta logo

This program has been approved for 6 CPHR Continued Professional Development Hours through the Chartered Professionals in Human Resources Alberta.


What our clients have to say...

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March 14, 2018
9:00 am - 4:00 pm
Event Categories:


Calgary, Alberta – Executive Royal Inn & Conference Centre
2828-23rd Street NE, Calgary, Alberta T2E 8T4 Canada
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At checkout you will have the option to pay by credit card or to receive an invoice to be paid later.

Registration Information

Register Early! Seating is limited.

Children and unregistered guests are not permitted in the meeting rooms.

The Early Registration rate is available for those participants who submit both their registration form and payment 3 weeks before the workshop.

Participants will receive a spiral bound training manual and a certificate of completion.

Workshop Schedule

The workshops start at 9:00 AM and conclude around 4:00 PM. Please arrive between 8:30 and 9:00 AM on the first day to check in and receive a training manual. Regular breaks are scheduled throughout the day. Participants are on their own for lunch from noon to 1:00 PM, unless otherwise stated above. Our half day workshops start at 9:00 am and conclude at 12:00pm

Cancellation Policy

Registrations cancelled 7 or more days prior to the workshop are refundable, minus a $50.00 administrative fee. Alternatively you may receive a credit to attend a future training. Cancellations less than 7 days prior to the workshop are non-refundable. If at any time you are unable to attend, you are welcome to transfer your registration to another individual at no extra cost. In this case, please notify ACHIEVE of the name of the alternate person who will be attending.

We reserve the right to cancel workshops due to unforeseen circumstances or under-enrolment. Liability is limited to a refund of workshop fees only. Please make travel arrangements with this in mind.

Group Registration Instructions

To register a group for a workshop, register for selected workshop, then once in shopping cart, add quantity of participants and provide names of all participants.

Continuing Education Credit

Workshop participants receive a certificate indicating credits awarded based on the length and completion of the workshop.  A two day workshop earns 12 Continuing Education hours, a one day workshop earns 6 hours and a half day workshop earns 3 hours.  While many associations and licensing bodies accept ACHIEVE workshops for Continuing Education Credit, questions about approval should be directed to the specific association or licensing body you are requesting the credits for.