Presentation Style: Tutor-led Classroom
Duration: 1 Day
Course Time: 09:30 - 16:30hrs
Course Location: Northampton
Cost: Public Courses: £450 + VAT per delegate, £425 each + VAT for two delegates on the same day (call for group discounts)
Closed Courses: please enquire
Click a date to book: Call 01604 655900 for available dates


Dealing with Difficult People Training Course: Delivered in our Northampton Training Suite or at Your Premises

Have you ever found yourself at a loss when faced with a demanding client or a stubborn colleague? Dive into our transformative training course designed for anyone eager to master the art of handling challenging personalities at work. With real-life examples and actionable strategies, this course not only equips you with the confidence and professionalism to navigate tough situations but also offers the benefits of:

  • Enhanced communication techniques to defuse tension
  • Proven strategies to turn conflicts into constructive conversations
  • Insights into understanding diverse personalities and their motivations

By the end, you'll be adept at fostering better working relationships, even with the most challenging individuals. 

Target audience to learn Conflict Resolution Skills

Suitable for anyone that wants to be more confident and professional when dealing with difficult people or 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.

Course Content - How to Deal with Challenging Individuals, Customers and Colleagues

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 effect
  • What makes a person difficult? Recognising what difficult behaviour is
  • How can we 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 – highlighting 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


Additional Information

  • Buffet lunch included and free parking (only for courses held at Paradise Training Centre)
  • Joining instructions will be sent prior to attending the course