Dealing with Difficult People
and Difficult Situations

June 22-23, 2010
September 21-22, 2010 — November 16-17, 2010 — December 7-8, 2010
The Charles Hotel
Cambridge, Massachusetts

As a mutual gains negotiator, what can you do about hard bargainers and manipulative people
who don’t play fair?

How can you be creative when you have to deal with the obstructive behavior of difficult people?

Dealing With Difficult People and Difficult Situations introduces you to a set of breakthrough strategies
for dealing with manipulative tactics, stonewalling, obstructive behavior and dirty tricks in negotiation.

This special program of instruction is designed to enhance your skill in mutual gains negotiation
and to increase your proficiency in overcoming hard bargainers and/or hard bargaining situations.
By the end of the program you will be better prepared for building on your skill in “mutual gains” negotiation.

In learning this approach, you will also learn how to:

• Prepare for difficult negotiations
• Prepare to negotiate when you don’t have much time
• Neutralize threats, lies and insults
• Deal with someone who is more powerful than you
• Handle power more constructively
• Strengthen interpersonal relationships in business
• Regain control of the negotiation
• Locate and control your own tendencies in the face of conflict

We will also teach you to recognize the most common manipulative tactics used by hard bargainers
and difficult people as well as the key to neutralizing their effects.

In this one-and-a-half-day session you will discover a proven practical method for dealing with
unreasonable bosses, problem employees, tough clients and uncooperative business associates –
in a way that enhances the likelihood of lasting agreement and maximum gain.

Specifically designed for Program on Negotiation alumni, Dealing With Difficult People and Difficult Situations is about how to win, not by defeating the other side, but by winning them over. To know how
to react to problem behavior, it is first necessary to understand the primary underlying motivation behind the behavior:

• Is the difficult person sitting across the table from you acting from habit, from fear
  or because they are exploitative?
• What behavior is being exhibited?
• What are your own tendencies?

Negotiating effectively with difficult people requires managing the three tensions inherent
in difficult negotiating situations, that include:

1. Identifying problem behavior: Understanding conflict tendencies
2. Recognizing and responding to manipulative, hard bargaining tactics
3. Diagnosing and managing the underlying problem

Dealing With Difficult People and Difficult Situations is available at a special tuition price of $1,997.
The registration fee includes continental breakfasts, luncheons, reception, and a complete program
materials package. The fee does not include hotel accommodations.

If three or more people attend, the following discounts apply:

• 3-5 participants: 15% off of full-price registration
• 6-9 participants: 20% off of full-price registration
• 10+ participants: 25% off of full-price registration

For answers to frequently asked questions, please click here.