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Mary Puhr 
Mid-America Library Alliance 


Mid-Continent Public Library - HQ - Meeting Rm 1A 
15616 E. US Highway 24
Independence, MO 64050

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Dealing with Difficult People 



Friday November 4, 2016 from 9:00 AM to 4:00 PM CDT

Registration closes Wednesday, November 2, 2016.


No matter where we go, we will face people who are negative, demanding, who oppose our ideas, people who irritate us or people who simply do not like us. There are thousands of people out there and conflict is a fact of life. This fact isn't the cause of conflict but it is the trigger.   

Difficult people and situations exist in every work place. They all have one thing in common. You must address them. No matter the type of difficult situation in which you find yourself, dealing with difficult people or situations is a must.
This workshop is exactly what you need. You will learn a variety of techniques to give you confidence and expertise in dealing with the difficult patron or co-worker. You will be able to rise above the fray and approach every conflict with a calm demeanor creating an atmosphere of win-win for all involved.

FYI - This workshop was previously titled "Dealing with Grumpy, Cranky & Difficult People". Some content has been updated.



Tiffany Hentschel, SPHR, SHRM-SCP, is the Employee Relations Manager for Johnson County Government.  She has worked in Human Resources in the public sector for over 20 years, serving more than nine years at the Johnson County Library.  Tiffany earned a Master's Degree in Human Resources Development and a Bachelor's Degree in Human Resources Management from Webster University.



  • MALA Member: $65.00
  • Non-Member: $130.00

MALA Workshop Billing/Refund/Credit Policy:

We prefer all workshops to be prepaid or paid at the door.  If you prefer to be billed, please add $5.  Full refunds or credits are available for cancellations made a minimum of seven (7) days prior to the workshop date less a $5 administrative fee. You can transfer to another workshop a minimum of seven (7) days prior to the workshop date with no administrative fee.  Cancellations made less than seven (7) days prior to the workshop date receive no refund or credit and you or your organization will be billed.  No shows are billed to you or your organization.