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Dealing with difficult people

  • Accountant
  • CPA (CA)
  • CFE
  • CMA
  • CPA (US)
  • CA - ICAEW
  • HRCI
  • SHRM
  • ACCA
  • CA - Ireland
  • CA - Scotland
  • CPA - Ireland

Published: April, 2022

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  • Course Description
  • Course Qualification
  • Presenter
  • FAQ

Course Description

Course Description

We’ve all been there, trying to reason with an incredibly difficult person. The situation proves frustrating, maddening, and sometimes even frightening. The truth is you can’t reason with an unreasonable person. However, there are proven techniques to manage such dicey situations better.

The difficult business issues that arose in 2021 and will certainly continue into 2022 make this an even more difficult issue to handle. Often, professionals resort to changing positions or moving to another area. However, difficult people are everywhere. It might be possible to avoid the 1st one or two difficult people, but how about the 3rd, 5th, or 10th person you encounter? Hiding isn't a permanent solution. So, rather than turning to drastic decisions each time, why not equip yourself with the skills to deal with them?

There are tactics that professionals can use with your boss, a customer, a family member, or even a stranger. Keep in mind: The closer your relationship with the person, the more knowledge you’ll have of what will best work to calm things down.

When you're dealing with a person behaving unreasonably, the fear response center in your brain is going to be activated. It's up to you to engage your conscious mind in order to defuse the situation. Some of these tips are general, suggesting a mindset to cultivate.

During this CPE webinar, we will examine some of the most successful techniques experts have identified to utilize when working with difficult people. Some of these tactics may be difficult at first but when you know the situation, and understand the people involved, the tactics can effectively help de-escalate the issue and provide a sense of calm to the discussion.

Following are the major topics covered in this CPE course:

  • Most successful techniques experts have identified to utilize when working with difficult people
  • Recognize the situation
  • Understand the people involve
  • Tactics can effectively help de-escalate the issue

Here is the link of your interests: Leadership & Personal Development Courses| HRCI & SHRM courses


  • 1.1 Introduction
  • 00:06:12
  • 1.2 Agenda
  • 00:03:21

  • 2.1 Signs of a difficult people
  • 00:04:12
  • 2.2 Hardcore and Princess personalities
  • 00:03:58
  • 2.3 Passive Aggresive perosnality and The baby
  • 00:02:22
  • 2.4 Negative Ned and People pleaser
  • 00:01:44
  • 2.5 Non-player and People who do not engage with peers outside of work
  • 00:04:04
  • 2.6 Self Worth and Feeling left out
  • 00:03:19
  • 2.7 Person complains continually
  • 00:02:44
  • 2.8 An Individual is easily angered
  • 00:02:35
  • 2.9 Paranoia
  • 00:02:22
  • 2.10 Performance reviews
  • 00:06:09
  • 2.11 Oblivious
  • 00:04:14
  • 2.12 Other signs of difficult person
  • 00:05:20
  • 2.13 Actions you can take
  • 00:03:55

  • 3.1 Evaluating roles in the situation
  • 00:11:55
  • 3.2 Approach and Follow up
  • 00:04:41

  • 4.1 Evaluating roles in the situation
  • 00:11:55
  • 4.2 Approach and Follow up
  • 00:04:41

  • 5.1 Communication Tips
  • 00:09:55
  • 5.2 Disagree and Commnunicating with Grace
  • 00:09:40

  • 6.1 Identify how to de-escalate a toxic issue
  • 00:05:23

  • 7.1 Effective tactics to utilize when dealing with difficult people
  • 00:08:18

  • 8.1 Summary
  • 00:01:51
  • 8.2 Ending Speech
  • 00:00:09

Learning Objectives

  • To recognize and evaluate your own role in the relationship and what may be causing difficulty on your side.
  • To describe tips for communicating with difficult people.
  • To identify how to de-escalate a toxic issue.
  • To identify the most effective tactics to utilize when dealing with difficult people.

Recommended For

  • Top and middle-level management personnel responsible for creating and maintaining an atmosphere of creativity and innovation in the workplace.
  • This CPE webinar is recommended for top management professionals responsible for setting the tone at the top.

Who Should Attend?

  • Accountant
  • Accounting Firm
  • Accounting Managers
  • Certified Fraud Examiner
  • Certified Management Accountant (CMA)
  • Cloud Accountants
  • CPA (Industry)
  • CPA - Mid Size Firm
  • CPA - Small Firm
  • CPA in Business
  • Entrepreneurial Accountant
  • Entrepreneurial CPA
  • HR Professionals
  • Human Resources Manager
  • Senior Accountant
  • Staff of Accounting Firm
  • Young CPA

Course Qualification

Webinar Qualifies For

  • 2 General Credit of Business Management and Organization for Accountant/Bookkeeper/Tax Professionals
  • 2 CPD Credit of Business Management and Organization for Chartered Professional Accountant (CPA Canada)
  • 2 RCH Credit of Business for Human Resource Certification Institute (HRCI) (Approval No. 583380)
  • 2 PDC Credit of Business Acumen for SHRM Professionals (Approval No. 22-DFJWS)
  • 2 CPE Credit of Business Management and Organization for Certified Management Accountants (CMA)
  • 2 CPE Credit of Business Management and Organization for Certified Public Accountants (CPA-US)
  • 2 CPE Credit of Business Management and Organization for Certified Fraud Examiner (CFE)
  • 2 CPD Credit for CA - ICAEW
  • 2 CPD Credit for Chartered Certified Accountants (ACCA)
  • 2 CPD Credit for Chartered Accountants - Ireland (CAI)
  • 2 CPD Credit for Chartered Accountants - Scotland
  • 2 CPD Credit for CPA - Ireland

Additional details

  • Course Level :
  • Credits :
  • Instructional Method :
    QAS Self Study
  • Pre-requisites :
  • Advance Preparation :


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About Presenter

Lynn Fountain, CRMA, CPA (US), CGMA, MBA

Owner, Lynn Fountain Consulting and Training

Lynn Fountain has over 39 years of experience spanning public accounting, corporate accounting and consulting. 20 years of her experience has been working in the areas of internal and external auditing and risk management. She is a subject matter expert in multiple fields including internal audit, ethics, fraud evaluations, Sarbanes-Oxley, enterprise risk management, governance, financial management and compliance.  Lynn has held two Chief Audit Executive (CAE) positions for international companies.   In one of her roles as CAE, she assisted in the investigation of a multi-million-dollar fraud scheme perpetrated by a vendor that spanned 7 years and implicated 20 employees.  The fraud was formally investigation by the FBI and resulted in 5 indictments estimating a $13M fraud loss.

Ms. Fountain is currently engaged in her own consulting and training practice.  She has successfully executed on several consulting assignments spanning areas of accounting, risk, ERM and internal audit.  She is a highly sought-after trainer and international speaker and has produced hundreds of courses delivered through seminars, conferences and on-demand training.  She is the author of three separate technical books. 

  • Raise the Red Flag – The Internal Auditors Guide to Fraud Evaluations”.
  • Leading the Internal Audit Function
  • Ethics and the Internal Auditor’s Dilemma

Ms. Fountain obtained her BSBA from Pittsburg State University and her MBA from Washburn University in Kansas. She has her CPA, CGMA, CRMA credentials. 

About Company

Lynn Fountain Consulting and Training

Ms. Fountain has become known as an international trainer on topics of Leadership, Internal Audit, Accounting, Finance, Ethics, Business Processes, Bookkeeping, Cybersecurity and Business Issues.  She has over 150 training topics that can be tailored to meet your needs.


FAQs content

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