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Managing the "Unmanageable": Tough People, Tough Situations

One of the toughest parts of a manager’s job is dealing with and turning around problem employees. Whether it’s passive/aggressive direct reports or conflict resulting from generational or cultural differences, the issues are complex and filled with emotion. The solutions aren’t always found in “Management 101”—but in this course, you’ll gain skills and tools for resolving situations and keeping problems from getting out of hand. You’ll also work through your toughest situations with the help of guided role plays, exercises and skill practice sessions.

Seminar Number: 02290

5
(127 reviews)
  • In-Person
  • Live Online
  • At Your Company Location

Course Scheduling & Pricing

Home>Course Topic>Conflict Management>Managing the "Unmanageable": Tough People, Tough Situations

About This Course

Nearly every manager encounters difficult employees and challenging situations that test their patience and skills. This training on how to deal with difficult employees provides practical strategies for turning toxic dynamics into productive working relationships. Participants learn how to manage difficult employees by understanding underlying motivations, setting clear boundaries and delivering feedback that drives change. From coaching employees through difficult situations to handling tough conversations with confidence, this managing difficult employees training equips you with the tools to address conflict and create a more positive and productive work environment.

Read the FAQs

Who Should Attend

Directors, managers, supervisors, team leaders and anyone who manages or directs others.

  •   In-Person2 Day(s)
    1.2 CEU, 12 CLP, 12 PHR, 12 SPHR
  •   Live Online2 Day(s)
    1.2 CEU, 12 CLP, 12 PHR, 12 SPHR
 
 

One of the toughest parts of a manager’s job is dealing with and turning around problem employees. Whether it’s passive/aggressive direct reports or conflict resulting from generational or cultural differences, the issues are complex and filled with emotion. The solutions aren’t always found in “Management 101”—but in this course, you’ll gain skills and tools for resolving situations and keeping problems from getting out of hand. You’ll also work through your toughest situations with the help of guided role plays, exercises and skill practice sessions.

  • Motivate over-taxed and “burned out” employees
  • Effectively deal with employees in crisis and dysfunctional behaviors
  • Address multi-cultural and multi-generational conflict in the workplace
  • Prepare for a potentially confrontational conversation
  • Reset expectations and lay a solid go-forward plan
  • Protect yourself and your company by minimizing employment-related liability
  • Understanding the connection between difficult behavior and personal style
  • Learning the role of power, structure and tension in work relationships
  • Applying leadership defense principles
  • Troubleshooting common scenarios that put your “manager muscles” to the test
  • Mediating employee disputes
  • Understanding and applying fact-specific performance and corrective action do’s and don’ts
  • Terminations for cause vs. resignations by mutual consent
  • Leveraging workplace security options and resources

Learning Objectives

  • Troubleshoot the Problem and Reframe It as a Challenging Opportunity
  • Separate Out What’s Critical from “Noise”
  • Uncover Best Practices for Resolving the Challenge
  • Manage to Reduce Risks (Legal, Retain Good Employees)
  • Manage Performance with Clarity, Frequent Feedback, Coaching, Consistency, and Fairness
  • Apply Progressive Discipline to Lay the Groundwork for Next Steps
  • Plan and Conduct Tough Conversations
  • Strategize a Solution to Resolve Your Unmanageable Challenge

Your Workplace Challenge: Articulate, Clarify, and Evaluate

  • Identify Specific Challenges You Are Currently Experiencing with Direct Reports
  • Articulate and Define the Problem
  • Clarify
  • Evaluate the Impact on All Stakeholders and Understand Their Needs
  • Make a Commitment to Turn the Problem into an Opportunity

The Proactive Manager: Lead with Objectivity, Backbone, and Heart

  • Manage Your Own Reactions and Stress
  • Avoid Seeing Oneself as Victim
  • Use Proactive Leadership Strategies
  • Look at the Wider Context of Who You Are as a Leader
  • Strengthen Your Ability to Think Critically About an Issue, Challenge Assumptions, and Consider New Approaches

Employment Law 101

  • Gain Knowledge of Employment Law and Legal Risks
  • Prepare to Handle Physical Security Risks (For Cyber Security Risks, Consult with Your IT Department)

Mastering Progressive Discipline and Securing Terminations for Cause

  • Proactively Manage Performance
  • Distinguish Between Feedback and Coaching
  • Learning Better Verbiage to Use in Order to Get Your Point Across in a Respectful Way
  • Plan to Use the Situation-Behavior-Impact Feedback Model
  • Understand When and How to Apply Progressive Discipline Principles
  • Recognize the Importance of the Written Record

When Differences Are at the Root of Workplace Challenges

  • Assess Your Own Communication Style
  • Recognize How People with Other Styles Need to Receive Information
  • Assess the Impact of Generational and Multicultural Differences
  • Recognize the Different Needs of Remote, Virtual Employees

Tough Conversations for Performance, Conduct, and Discipline Challenges

  • Clarify Your Goals and Needs for the Conversation
  • Plan How You Will Invite the Employee(s) and Set a Positive Tone
  • Plan What You Will Say or Ask to Achieve Needed Action
  • Practice Conducting Tough Conversations
  • Involve the Employee(s) in a Two-Way Conversation
  • Handle Resistance and Defensiveness Effectively

Seminar Conclusion: A Plan to Go Forward and Participant Feedback

  • Review What You Found Most Valuable
  • Finalize Your Action Plan for Applying Strategies to Your “Unmanageable” Challenge
  • Report Highlights of Your Action Plan

Download Extended Seminar Outline PDF

View a Sample of Our Reviews

5

127 reviews

 
the class was extremely relevant and provided new and tenured managers with tools to have tough conversations with employees and co-workers.
5
Brian C.
 
MGR TRAINING & QUALITY
 
Industry: Insurance
The training provided me with new strategies and new perspectives. Role play (which was a big part of the training) is key to identifying strengths and weaknesses relative to the ultimate objective.
5
Helen L.
 
SR LITIGATION COUNSEL
 
Industry: IT Services and IT Consulting
This course gave me a lot of great new tools for managing my interactions and communication with my more difficult employees. Having a way to structure and frame them takes some of the stress and difficulty out of the situations.
5
Emily W.
 
Managing Director
 
Industry: Consumer Services
The class size (5) was perfect and allowed for a deep-dive into each of our situations. It was very helpful to hear from peers in other industries, their challenges and brainstorming ideas for improvement.
5
Jennifer B.
 
TECHNICAL SALES MANAGER
 
Industry: Manufacturing
This course was very engaging and continued to challenge me. I went into it thinking I was a very good manager, and learned that there's still so much I can learn.
5
Aaron B.
 
Acting Assistant Commissioner
 
Industry: Government

 

American Management Association is accredited by the International Accreditors for Continuing Education and Training (IACET) and is accredited to issue the IACET CEU.

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HRCI. The use of this seal confirms that this activity has met HR Certification Institute’s® (HRCI®) criteria for recertification credit pre-approval.

In-Person Schedule

6 Sessions Available

Live Online Schedule

8 Sessions Available

  • $2,895.00 Non Members
  • $2,595.00 AMA Members
  • $2,567.00 GSA
Date Duration State City Zip
  2026-06-22 2026-06-23 Jun 22, 2026 - Jun 23, 2026 2 Days DC Arlington/Washington 22202-4807 Arlington/Washington Register Now

  2026-09-21 2026-09-22 Sep 21, 2026 - Sep 22, 2026 2 Days CA San Francisco 94103 San Francisco Register Now

  2026-10-08 2026-10-09 Oct 8, 2026 - Oct 9, 2026 2 Days IL Chicago 60601-5927 Chicago Register Now

  2026-11-16 2026-11-17 Nov 16, 2026 - Nov 17, 2026 2 Days GA Atlanta 30309-7705 Atlanta Register Now

  2026-12-17 2026-12-18 Dec 17, 2026 - Dec 18, 2026 2 Days NY New York 10019 New York Register Now

  2027-02-16 2027-02-17 Feb 16, 2027 - Feb 17, 2027 2 Days GA Atlanta 30309-7705 Atlanta Register Now

Frequently Asked Questions

I have a difficult employee who resists feedback. Can this training help?

Yes. Many managers struggle with how to manage difficult employees without escalating conflict. This managing difficult employees training provides practical strategies for addressing resistance, setting clear expectations and holding employees accountable while maintaining professionalism and respect.

How do I coach employees through difficult situations?

Effective leaders don’t avoid tough conversations—they handle them with structure and confidence. This seminar focuses on coaching employees through difficult situations, helping managers prepare for high-stakes discussions, manage emotional reactions and guide employees toward productive change.

What does “managing the unmanageable” mean in the workplace?

In professional settings, “unmanageable” often refers to behaviors or situations that feel disruptive, resistant or emotionally charged. This course teaches practical approaches for managing difficult situations in the workplace by staying composed, assertive and solution focused.

Is this dealing with difficult employees training for managers?

Yes. This dealing with difficult employees training is designed for managers and supervisors responsible for addressing performance issues, negativity, defensiveness or noncompliance. It equips leaders with communication tools that improve outcomes without damaging relationships.

How do you manage unmanageable employees without creating more conflict?

Learning how to manage unmanageable employees requires balancing accountability with emotional intelligence. This program teaches participants how to defuse tension, redirect behavior and maintain authority while preserving working relationships.

Who should attend this managing difficult situations seminar?

This managing difficult situations seminar is ideal for managers, team leaders and HR professionals who regularly face challenging workplace dynamics. Anyone responsible for resolving conflict or coaching underperforming employees will gain practical, real-world tools.

Can this course be delivered in-house to help managers handle difficult people and challenging workplace situations?

Yes. This course can be delivered at your company, in person or live online, for managers and team leaders. Delivery can be tailored to your organization’s workplace dynamics and challenges, helping participants address difficult behaviors, navigate tough situations, and maintain productive working relationships. To explore options, please contact us for more information.

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