When people act in ways that are challenging, how do we respond? Donald J. Netolitzky, Complex Litigant Management Counsel at Alberta’s Court of Queen’s Bench will describe how the Court has rejected the punitive approach to vexatious litigants and now responds by determining a litigant’s motivation and then employing a functional approach of case management. Michael Lomax, Conflict Management Lead at the BC Public Service Agency and experienced mediator will provide a framework for lawyers to respond to clients whose personalities challenge the lawyer-client relationship from acquiring instructions to resolving disputes.