This course, 4 Strategies for Handling Difficult People, provides an insight into the stress reaction that can occur when challenged by a difficult person, and the need to develop patience and coping skills, and even changes to the way you behave. Psychologists Peter Quarry and Eve Ash give practical tips as they explain the power of changing yourself, the importance of learning to control your emotions, the skills for building bridges by developing rapport and how to engage more constructively with the other person.

• Be prepared to change yourself – you may be contributing so calmly and respectfully communicate your needs
• Control your emotions – step away and breathe deeply, debrief, be patient and gently persistent
• Develop rapport and build bridges – find common interests, and match or mirror communication
• Engage constructively – listen and understand their perspective, agree on changes, and if not possible limit exposure or seek professional help

• Personal Use
• All staff

• DVD
• Stream

• English

• Interview