In today’s working environment, it is inevitable that at some stage we will have to deal with confrontation. At times, we must work with, manage or deliver service to people whose behaviour is “difficult” - people whose attitude, work practices and responsiveness are at best challenging and, at worst, confrontational or unacceptable.
To do so effectively requires insight and skill. We must be able to understand and manage relationships with different and sometimes difficult personalities. We must be able to communicate effectively, convey difficult messages and deal with negativity. We must also be aware of our own behaviour and reactions and be prepared to adapt our own style at times to achieve positive outcomes.