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 training 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 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 bevahiour problems before they happen
  • how to ask for a change in behaviour
  • managing conflict training
  • dealing with agression
  • adapting styles of communication to different situations
  • how to problem solve and negotiate with difficult people

"I really enjoyed this course and would strongly recommend it to others." SD Outlook Care

"The course was interesting and thought-provoking. The trainer encouraged the group to be open and share experiences." JP London Borough of Redbridge

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

Did you know you could get funding to take this course through a Government funded Leadership and Management Grant? See here for more details.

Are you a solicitor? If so, you can claim 5 hours of CPD points for this course through the Solicitors Regulation Authority, using reference DZA/CFSC. See here for more information.

Who is this course for?

This conflict resolution training 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 management training course 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.  Why not look at our CERTIFICATE IN LEADERSHIP AND MANAGEMENT, too, it leads to a university qualification in management.

Course dates

21 February, 2012
29 March, 2012
30 April, 2012

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

Course fee

  • £270 plus VAT small charity price (applies to registered charities with an annual turnover of less than £3m)
  • £385 plus VAT not-for-profit price (applies to all other charities and all other not-for-profit organisations, including public sector and housing)
  • £430 plus VAT standard price (applies to all other organisations)

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