NEW! Dealing with Difficult People with Annie Sheehan

What You Will Learn

Upon completion of this training, participants will be able to: 

  • Evaluate a difficult stakeholder’s behavior.
  • Apply techniques to foster positive relationships and drive meaningful outcomes.
  • Practice giving and receiving constructive feedback.


Have you ever felt perplexed or infuriated by a challenging stakeholder’s behavior, unsure how to maintain your composure? Perhaps you have found yourself on the brink of losing your cool or just walking away. If you have ever wished for the ability to handle complex individuals while upholding your integrity, then this training is for you.

In this interactive session, we’ll dive into dealing with difficult people head-on. We will dissect the main types of challenging personalities, including the bulldozing elephant, the explosive skunk and the condescending Siamese cat. We will equip you with practical strategies to navigate each encounter effectively. From understanding the impact of your attitudes and actions to mastering techniques for defusing tense situations, this session promises to empower you with the tools you need to foster positive relationships and drive meaningful outcomes.



    • Identify your personality type, leveraging MBTI (Myers Briggs Type Indicator).
    • Compare how different personalities perceive one another.
    • Recognize causes of “difficult” behavior.
    • Discuss stakeholder personas, including the elephant, the skunk and the donkey.
    • Practice strategies to handle the different personas.
    • Practice resolving conflict with the personas.
    • Practice techniques for managing emotions, ensuring you stay in control, even amid the stormiest encounters.
    • Practice giving and receiving constructive feedback, building a culture of growth.
      • The psychology and impact of feedback
      • Identifying helpful and unhelpful types of feedback
      • Techniques for providing constructive feedback
      • Handling constructive feedback
    • Put your toolkit together.

PDU Allocation Table

The table below displays the number of professional development units (PDUs) awarded for each PMI® credential, as they align to the PMI Talent Triangle®. Power Skills and Business Acumen PDUs apply evenly across all credentials and Ways of Working PDUs apply only to specific credentials. PDUs will be added in full to all eligible credentials. *Please note that the asterisked row below applies to the PMI® Agile Certification Journey and includes Disciplined Agile® Scrum Master (DASM), Disciplined Agile® Senior Scrum Master (DASSM), Disciplined Agile® Coach (DAC), and Disciplined Agile® Value Stream Consultant (DAVSC) certifications.
Ways of Working Power Skills Business Acumen Total
CAPM® / PMI-CP™ / PMP® / PgMP® 0 7 0 7.00
PMI-ACP® / Agile* 0 7 0 7.00
PMI-SP® 0 7 0 7.00
PMI-RMP® 0 7 0 7.00
PfMP® 0 7 0 7.00
PMI-PBA® 0 7 0 7.00
Ways of Working Power Skills Business Acument Talent Triangle



Annie Sheehan

Annie is a highly experienced project coach and trainer with a remarkable 25-year track record of successful global project deliveries in major multinational corporations. She is renowned for her ability to blend an agile mindset with established delivery practices, enabling her to produce value in manageable chunks using simple, repeatable processes. Her guiding principle is to "maximize life and stay sane." 

Annie's expertise in sponsor coaching, capability development, and enhancing project delivery methodologies has consistently empowered organizations to achieve outstanding results. Her active involvement with PMI since 2009, combined with her extensive experience as a past PMI Melbourne Chapter president, global region mentor, and Head of Client Engagement for Australia and New Zealand, underscores her deep commitment to the field. 

Notably, Annie is a certified project manager, PMP and CAPM trainer, agile coach, board director, and the successful author of two impactful business books: The Courageous Sponsor (June 2020) and Turning Ideas into Impact (February 2020), the latter achieving the status of a #1 Amazon bestseller.

Training Information

19 November 2024
Start Time
8:00 AM
1 Day


Member Price
(US$705.00 before 7 October)
Nonmember Price
(US$910.00 before 7 October)
Government Price
Student Price

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