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Handling difficult people and situations: essential tools

(Former name: Handling people problems)

Course summary

Many of us face difficult encounters with employees or colleagues which, if not handled properly, can have serious repercussions for the whole staff team. This conflict resolution course will equip you with tools and techniques for dealing with different types of situation, giving you the confidence and understanding you need for effective management of difficult situations. You will learn how to effectively communicate with difficult team members whilst ensuring a positive outcome, all in a safe environment for discussing sensitive issues.

Course dates and location

This course takes place at the Centre's Central London training suite with easy access to tube and mainline rail stations. 

Our next available course dates for individuals are:

  • 23 May, 2017

This course starts at 10am and will finish by 4.30pm. Lunch and refreshments are provided.

Alternatively, we can deliver this course at your venue, for your team, on a date and time that suits you. If you have four or more people who would like to attend this course then group training could be the most cost-effective option. Contact one of our Training Coordinators on 020 7490 3030 or email for more information and a quote. 

  • Course outline

    Conflict Resolution and Management Courses in London

    This one-day training course covers:

    • knowing how and when to tackle issues 
    • what makes people behave in a difficult way
    • understanding different types of problem behaviour
    • the essentials of good communication
    • how to build your confidence and assertiveness
    • identifying and dealing with behaviour problems before they happen
    • how to ask for a change in behaviour
    • managing conflict training
    • dealing with aggression
    • adapting styles of communication to different situations
    • how to problem solve and negotiate with difficult people
    • a year of free support

    This course is CPD accredited and worth 5 CPD points.

    This course takes place at the Centre's Central London training suite with easy access to tube and mainline rail stations.

  • Who is this course for?

    This conflict management course is for anyone who wants to develop their skills in this crucial area of people management, and for managers who want to develop techniques to deal with challenging attitudes. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

  • What will this course help me do: learning outcomes?

    By the end of the day you will be more confident when dealing with difficult people and you will be able to look beyond personalities to the real issues in order to resolve problem situations. During this conflict resolution course you will learn communication skills for dealing with difficult team members whilst ensuring a positive outcome, all in a confidential and safe environment for discussing sensitive issues.

  • Other courses to consider

    You may be interested in some of the following training courses: Moving up in management; Supervision skills; Influencing skills

  • Course fee
    • £345 plus VAT small charity price (applies to registered charities with an annual turnover of less than £3m)
    • £445 plus VAT not-for-profit price (applies to all other charities and all other not-for-profit organisations, including public sector and housing)
    • £495 plus VAT standard price (applies to all other organisations)

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