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One Day Course 

SUITABLE FOR: Those who want to be more confident and professional when dealing with difficult ‘people’ situations at work.  Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical tips to deal with these “tricky” situations.




By the end of the course delegates will be able to:

  • Understand behaviour and its effects

  • Develop communication skills that help deal effectively with situation

  • Recognise three different behaviour types

  • Deal more confidently with difficult situations so that no one feels a ‘loser’






Introduction & workshop objectives

  • Setting the context

  • What are we going to cover today?

  • What brings you here and what do you want from the day?

 Understanding behaviour and its effects

  • What makes a person difficult?  Recognising what difficult behaviour is.

  • How, by understanding behaviour, we can modify other people’s style.

Communication skills that help deal effectively with difficult people

  • Paraphrasing to avoid assumptions or misunderstandings.

  • Using feedback in both positive and negative context.

  • Listening and questioning skills to get the true perception of the situation, show confidence and gain control.

 Three different behaviour types

  • Clarifying the difference between aggressive, assertive and passive behaviour.

  • Recognising the effects of each type on self and others.

  • Tips towards assertiveness.

 Building Rapport

  • Being aware of the differences between you and others – and how to ‘bridge the gap’.

 Dealing with difficult situations

  • Situations at work that may arise – highlighting practical ways to deal with them.

  • Dealing in fact and behaviour – not emotion and personalities.

  • Using positive language and a positive approach to influence outcomes.

 The way forward

  • Taking ideas back to the workplace and putting them into action.

 Conclusion and recap of key learning




telephone: 020 7256 6668


Salisbury House London Wall London EC2M 5QQ

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