Dealing with Difficult People

This one-day course explores key elements of how to deal with difficult people and situations in the work place.  It explores how to manage tricky situations with 'customers', colleagues and volunteers with practical tips and tools.

Course Aims

  • Increase confidence when dealing with difficult situations
  • Develop professionalism when encountering difficult people
  • Improve effectiveness in managing problems
  • Maintain good practice in all transactions with colleagues and third parties

Course Objectives

  • Explore behaviour and its effects on others 
  • Review the three main behaviour types 
  • Develop effective communication skills
  • Discuss ways to manage difficult situations 

Course Programme

  • Introductions and housekeeping
  • Understanding behaviour types
  • Communication skills
            Assumptions and misunderstandings
            Positive and negative feedback
            Listening and questioning
  • Building Rapport
  • Dealing with difficult situations
  • The way ahead 

Course Duration

Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 40 minutes for lunch

This course is suitable for

  • In-house 'face to face' training
  • In-house online training ('Live' using Zoom)


Personal 7a
Personal 7b

Course Fees

Type of delivery
half day
full day
per place 
Face to face traning
online training
Training costs include:  
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel.  Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
Very worthwhile and enriching course.  I'll definitely use the content to change certain elements of the way we work and to reinforce some of my future plans
            - Charity Manager
Came away from the training with such a positive experience.  I just hope I can implement what I have learnt into our organisation 
           - Charity Manager
 Fantastic.  Really enjoyed the course and would like to work with you regarding our manager's training

- Head of Retail 

Our trainers come from a variety of backgrounds, therefore we can facilitate courses beyond our current prospectus.

For all enquiries, do please call us on:  01483 564099 or 07866 284781

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