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
  • On-line training 'Live' (using Zoom)
  • Webinar sessions
 

Webinar (on-line seminar)

Taking the main topics from our training day, allowing participants to focus on a specific area only.  Each session is delivered ‘live’ on-line using Zoom for approx 60 - 80 minutes (topic plus Q&A), dependent on participant interaction.  


Webinar  Topic

Developing a 'Volunteering Culture'

Participants will explore the significance of establishing a ‘Volunteering Culture’ within their organisation (a person-centred approach) from the point of initial volunteer interest, to recruitment and ongoing management 

Legal status of volunteers

This Webinar identifies how volunteers fit into a charitable organisation from a legal perspective, what ‘Rights’ they have and how the Charity can reduce their potential risks of legal action by a volunteer

Managing common volunteer issues

This Webinar will initially discuss elements of good practice before identifying various common management issues (scenarios).  Participants are welcome raise issues of their own to find a management solution


Personal 7a
Personal 7b

Course Fees

Type of organisation
half day
full day
 
charitable/not for profit
-
£700
other organisations
-
£860
Cost includes:  
Course delivery, training materials, handouts, evaluations and certificates for up to 16 participants.  
NB:  Additional travel costs may apply for any booking over 80 miles and may be invoiced separately, charged at 45p per mile for car use and / or actual costs of alternative methods of travel.  Accommodation costs will be based on individual hotel bookings and will include 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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