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Surviving & Thriving With Difficult People for Resilient Relationships


Surviving & Thriving With Difficult People for Resilient Relationships

Life would be easy if it weren’t for other people! Would you like to turn from mad to glad with your colleagues and customers? Eileen can show you how. This session focuses on improving relationships at work through successfully dealing with people. Using humor and examples, Eileen will guide participants through the process of learning how to defuse anger in themselves and others. They will discover how to identify and understand problem behavior and how to use systematic methods for handling such behaviors.

A Program for Better Leadership

Participants will learn:

  • Understand techniques for “scripting” and creating rapport

  • Identify the behavior of difficult people and personal responses to such behaviors 

  • Focus on effective responses to the hostile-aggressive trio 

  • Discover the 4-step model for handling anger on and off the phone 

  • Learn the difference between difficult people and people within a difficult situation

  • Identify self-management tools for developing rapport and maintaining inner calm and integrity under pressure 

Please note: This session can also be interactive; including role-play, phone practice, etc. Difficult People Defined

"The team started to think for each other. We built the foundation for a transformative team. We now understand how we operate and who we are as individuals. We learned how to have the difficult conversations without being difficult. Eileen pulled us together and got people to tell the truth. She also made it fun. There were plenty of laughs along with very serious moments. I've seen a real improvement into the team's thinking. It's a complex business model and how she pulled it together was very powerful.
She hit every single issue she thought we had. She distilled it down. She has a unique ability to gather data and say, 'This is what matters.'

We spent the last day talking about action steps and made commitments-which she gave us back in writing-about what we said we would do for each other. She gave us a small black book to track our progress and two months later, we all checked in via video conference to see exactly how we are doing."


Head of Global Regulations, Novartis

If you would like to schedule a call with Eileen to discuss working together please call or email her!

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