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Wednesday, December 13, 2023 from 10:00 AM to 11:30 AM EST
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This is an online event.



How to Deal with Difficult and Angry People - Webinar (12/13/2023)

Ever wonder how an encounter with a person went so bad so quickly and you immediately thought, “What did I do to deserve this?” Chances are that you were simply dealing with a difficult person. Sometimes we can avoid or minimize our interactions with difficult people, but other times they are unavoidable, especially at work. Avoid being a victim to someone who just seems to make you and everyone else miserable. Learn the how – to’s for dealing with difficult people including bullies, know-it-alls, complainers, exploders and more. The difficult person may be a coworker, boss, patron, neighbor or even a family member. You would like them to change but they won’t – and you can’t make them change.  But you can change the way you respond to them. You can cope with them and use techniques that will keep difficult people from getting the better of you.   
So, the best way to handle difficult people is to be aware and prepared for their behaviors and to develop strategies for dealing with them. Attend this training and develop practical techniques for dealing with difficult people at work and at home.

You will learn

  • To better understand the communication process and the factors that affect the process
  • How to account for differences within the communication processes
  • How to actively listen to others and why it’s important
  • How to correctly use nonverbal means of communication and the importance of feedback
  • How to use conflict resolution strategies to mitigate issues at work
  • How to establish credibility with colleagues and patrons
  • How to handle angry patrons
  • How to turn an enemy into an ally
  • How to work with difficult bosses 

Virtual Trainer: Michael Clark


Michael Clark has an extensive background in management and supervisory development, quality improvement efforts, facilitation of strategic planning sessions and executive retreats, and one-on-one executive coaching. He worked as a Training and Performance Improvement Director for various State of Florida agencies for many years and has been the Owner/President of MRC Consulting for fifteen years. He has designed numerous training programs using the Instructional Systems Design Methodology, and has delivered over 2000 seminars, workshops, and presentations covering a diverse set of topics, with a focus towards developing leadership skills for managers and supervisors. Michael has also led the NEFLIN Management Training Institute for several years.

Mr. Clark has earned a BS in Experimental Psychology, a M.Ed., and has completed the course work for a Ph.D. in Educational Administration with an emphasis in Instructional Systems Design Methodology at Florida State University.

This is an online class. Access information will be emailed one week ahead.

Cost: NEFLIN classes are free of charge for Florida library staff. Registration is required for all classes and NEFLIN members get priority.

This project was funded either under the provisions of the Library Services and Technology Act from the Institute of Museum and Library Services or the Library Cooperative Grant program. Florida’s LSTA and LCG programs are administered by the Department of State’s Division of Library and Information Services.

For FY2022-23, the total state and federal budgets for NEFLIN's programs are $688,109. 42% of the total costs ($288,109) are supported by federal funds, and 58% of this program ($400,000) is supported by state funds.