Dealing with Difficult Situations on the Front Line

Does it seem that you are dealing with difficult people more often or that people have become more difficult to deal with? We all need better toolkits. Learn to be responsive instead of reactive and support difficult people in moving towards solutions using the 8 “D” formula: Diffuse, Discuss, Divert, Deal, Direct, Distract, Disarm, and Disengage.

For more information about this course please contact Professional and Continuing Studies

Learning Outcomes:

Understand and be able to apply the top 10 strategies for the 8 “D” formula for dealing with difficult people:
- Manage the first 8 words in any interaction
- Break the old habit of apologizing
- Personalize interactions to demonstrate empathy
- Be willing to explain “why”
- Set positive boundaries
- Ask instead of tell
- Offer options, choices and alternatives
- Be aware of trigger words and phrases
- Manage non-verbal communication
- Develop a positive vocabulary

Dealing with Difficult Situations on the Front Line

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