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Tactfully Handle Difficult People, Situations and Conversations


Knowing how to approach difficult people, situations and conversations isn’t always easy. Whether you’re on the jobsite, with your crew, on a project or in the office these challenges will come up. Despite your best efforts and intentions some people, situations and conversations are difficult, which can result in stress, tension or anxiety that negatively impacts productivity, moods and well-being.

Understanding how to find the right approach is the difference between success and missed opportunities.

Based on Wendy’s book, Rip off the Band-Aid: Have That Tough Conversation, this session will provide best practices and strategies to help you gain control when dealing with difficult people, situations and conversations. Learn what to do to set yourself up to be equipped and ready to face what comes your way professionally and with confidence.


  • Recognize what makes some people difficult
  • Identify early warning signs and prevention strategies for conflict
  • Learn tactics to help control tension and frustration when dealing with difficult situations
  • Understand what the “Ostrich Effect” is and how to ensure it doesn’t happen to you
  • Discover how to prepare for various types of difficult conversations
  • Learn the 3-step, PEN™ (Prepare, Execute and Need to Follow up) strategy and how it can help you address any difficult person, situation or conversation that comes your way


Wendy Hofford, President, WH Strategic Drive Inc.

Wendy is the President of WH Strategic Drive Inc. a facilitation, training and consulting firm specializing in leadership, human resources, and human behaviour in the workplace. Wendy brings her experience as a human resources director and director of operations to organizational leaders from the front line up to senior management. 

Wendy has spent the last nine years working in the construction industry as an HR Director, a national safety officer and a strategic leadership advisor. Prior to that she fulfilled a role as a director of operations in Saskatchewan and Ontario.  

As a professional speaker, trainer and facilitator with the Canadian Association of Professional Speakers, certified speaker and trainer with John Maxwell Leadership and the Gallup Strengths Organization along with a diploma as an adult educator, Wendy shares her skills, education and experience with her audience. Wendy recently published her first book: Rip Off the Bandaid! Have that tough conversation.

Wendy previously held a seat on the Divisional and Advisory Committee for the Construction Safety Association of Manitoba, and on the board of directors for Manitoba Women in Construction. Through engaging, energetic facilitations, presentations and consultations Wendy works to help individuals and organizations develop, grow and be better than they thought they could be.

Intended Audience

Anyone who must deal effectively and professionally with employees, general and trade contractors, owners, clients, consultants, employers and the public.

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