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April 2012


A word from Gloria

Greetings everybody,

As the year moves on at its usually hectic pace, I recommend you take a moment to reflect on people in your workplace.

For many of you, the team is made up of the usual range of motivated and hard working people, to some who are less so. For others – there seems to be an overflow of difficult people. Some Leaders choose to ignore this and carry on regardless, but what is becoming more apparent is the actual cost in terms of productivity and attrition rates of allowing these ’difficult’ people to go unchecked. Were you aware that on average, Team Leaders spend up to 25% of their time dealing with misunderstandings, personality conflicts and controversy?

What is happening in your place of work, and what have you done to address this?

The newsletter this month focuses on Managing Difficult People, and contains some useful insights into working with this particular group.

At the very least it will reinforce what you already do, or it will resource you to approach this differently. Either way, I encourage you to read it.

Happy reading

Gloria Masters - Managing Director


Latest Article - Working with Difficult People

Underpinning any major difficulty at work is usually a ‘people issue’ - whether it stems from stress, poor communication, low morale or underperformance. What makes it particularly challenging is when there is a ‘difficult’ team member involved. There are many reasons why someone is difficult, and once they are perceived this way it is hard to view them any other way. However, people do not ‘intend’ to be difficult, and part of being an emotional intelligent and effective leader is to try to understand the reasons behind this, and ultimately work with it competently.


Managing Difficult People Workshop

This workshop provides participants the skills to recognise the key behaviours that difficult people exhibit. It then resources them with the specific tools to combat that behaviour – ranging from providing damage control to managing the issue so it doesn’t escalate. Beginning with an analytical self-assessment of how they usually cope, participants then begin the experiential part of the workshop. The focus of the workshop is to build skills and confidence so that each person leaves with clarity around the specific nature of the difficult behaviours they recognise, assess and deal with on a daily basis. It provides resources to minimise the impact difficult clients have. A ‘difficult behaviour’ tool-kit with practical and easy solutions is introduced. The workshop culminates in an individualised action plan for participants to work on immediately following the workshop, in order to reinforce new skills and understandings gained.



This month’s competition involves you emailing us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it , and listing the amount of people you would consider ‘difficult’ in the workplace. All entries must be in by Monday 30 April. All correct entries will go into a draw for a meeting with Gloria, on ways to cope with Managing difficult people at work. This will be held in May 2012.

The winner will be notified on Tuesday 1 May.


And... check our website for additional information

About Us

We are a professional and experienced company who are passionate about helping management communicate more effectively with staff and clients. We have a variety of techniques and tools we have developed, that deliver stronger working relationships, as well as optimum client liaisons.


Our Services

Masters of Communication specialises in providing quality training services and solutions, tailored to meet specific client needs. Our fully customised training is tailored to suit the specific requirements of our clients and the existing skill levels of their staff.



Workshops are an effective means of instilling tools and strategies into busy workplace staff and executives. Some key reasons include having an interactive approach to learning and having self assessment tools so that experiential learning is facilitated.



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