Dealing Effectively With Difficult People


One day

Suitable for

Anyone who wants 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 ways to deal with these tricky situations and gain positive outcomes.


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

  • Develop communication skills that help deal effectively with difficult or tense situations
  • Recognise three different behaviour types and understand their impact and effects
  • Exercise some key skills and techniques to gain rapport and control of the situation
  • Confidently resolve difficult situations so that no one feels like a ‘loser’
  • Keep your cool under pressure


Introduction & Workshop Objectives

  • 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 we can modify our own and other people’s style by understanding behaviour
  • Conflict & Emotional Intelligence

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 to get the true feel 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 yourself and others
  • Tips towards assertiveness that help you keep control of yourself and situations

Building Rapport

  • Empathy
  • Being aware of the differences between yourself and others and taking them onboard
  • Developing understanding and techniques to encourage positivity and ‘bridge the gap’

Dealing with Difficult situations

  • Situations at work that may arise –practical ways to deal with existing or emerging issues
  • Dealing in fact and behaviour – not emotion and personalities
  • Being consistent and persistent
  • Using positive language and a positive approach to influence outcomes

The Way Forward

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

Duration (in days)


Show the next months in

Location Dates Price exc. VAT   Status
Please call us for the next available date for this course. Dates are added regularly and may not appear on this list. Tel: 020 7256 6668