Topic: Dealing with Difficult People
Part 1: Defining ‘Difficult’
A difficult person refers to an individual who presents challenges or obstacles in effective communication, collaboration, or conflict resolution within a professional setting. Difficult people may exhibit behaviors such as aggression, negativity, stubbornness, or lack of cooperation, which can hinder productive work relationships and impact the overall success and harmony of the business environment. Understanding how to navigate and address difficult personalities is essential for maintaining professionalism and achieving positive outcomes in business interactions.
insight (n.) an accurate and deep understanding about something
acronym (n.) an abbreviation formed from the first letters of words
to jump to conclusions (v.) make a quick judgement before learning all the facts about a situation
to empathise (v.) understand and share the feelings of another
to get over on someone (v.) to take advantage of someone
Part 3: Roleplay
In pairs, students will practice roleplaying in pairs as a worker and a difficult customer or coworker. Use the phrases listed on the page to try and resolve the situation.