Minnesota Society of Certified Public Accountants

1650 West 82nd Street, Ste 600
Bloomington MN 55431
Ph: 952-831-2707 Fax: 952-831-7875
www.mncpa.org

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Webinar

Surgent's Handling Difficult People

Friday, Dec. 5, 2025
Noon-2 p.m. Central
2 CPE (2 non-technical)

Course code: 25WS-1662
View pricing

Online registration has closed. Please call 952-831-2707 to register. Phones are staffed from 7:30 a.m. to 4:30 p.m. Central Time on Monday through Friday and from 7:30 a.m. to noon on Fridays during the summer months.

This professional development course equips you with practical strategies to manage challenging interactions in the workplace. Although difficult individuals may represent a small segment of the workforce, their impact can be significant, often leading to time lost and decreased productivity. In this course, you will gain essential skills to address and navigate these situations effectively. Additionally, you'll identify specific challenges and develop a personalized action plan for implementing the strategies learned back in your workplace.

Major subjects

Be familiar with the nature and sources of difficult behaviors in the workplace, as well as strategies for addressing them
Understand a proven formula for handling difficult people
Utilize a problem-solving model to brainstorm strategies for working effectively with challenging individuals
Implement a step-by-step process to resolve conflicts between yourself and others within your organization
Apply the hostility curve as a tool to maintain control in situations involving angry or upset individuals
Implement new strategies for managing your emotions in difficult interactions
Understand the impact of attitude on interactions with others
Create a personalized action plan for applying course strategies in your workplace

Learning objectives

Identify signs of difficult behavior before a situation gets out of hand
Understand why difficult people behave the way they do
Communicate with the employee to understand the cause of their behavior
Use a 3- part problem solving model to help diagnose and resolve a situation
Follow a 5-step process from communication to planned resolution when engaged in a conflict
Understand and use skills to help control emotions when dealing with difficult people and situations
Create an action plan to address a situation back at work

Who should take this program?

All employees and managers

Pricing

Standard Member Fee	$99.00
Standard Nonmember Fee	$99.00

Our records indicate you are a nonmember. If you register, you will be charged $99.00 (Standard Nonmember Fee). Members: Please log in to receive member fee.