The Chartered Institute of Personnel and Development (CIPD) has published a new toolkit to provide trainers and HR professionals with a resource to train employees to cope with difficult people and difficult situations at work. 

It contains useful training tools that can be tailored to a wide range of learning needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, leadership and management skills, and interpersonal skills.

Greg Whitear, co author of the toolkit, says: “Difficult people may well have personal issues that make them difficult and some people may be difficult because of the way we interact with them. On the other hand people may seem difficult because their personality clashes with our own. But they are only difficult in our eyes and not necessarily in the eyes of others.

“This tool provides behavioural techniques that can be applied to a number of real life situations such as getting the boss to listen to you, difficult appraisals and being criticised by your colleagues. It will enable individuals to handle difficult people and situations effectively and productively.”

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