Handling difficult people and situations: extending your skills and confidence

Course summary

Whether it's disciplining a colleague or handling a sensitive issue, we all face difficult communications challenges in the workplace. They are unpleasant, stressful and can be very emotionally draining. It's awful when it's a customer but can be even worse when it's a team member or manager. Our two-day course has been designed to give you the confidence and know how to handle these challenges professionally and positively.

Unfortunately this isn't a skill we're taught at school or college so often our fear of tackling a difficult team member or a tricky situation lets the problem escalate. This course will empower delegates to take control of these difficult situations and provide a safe environment to talk openly about the problems they have to deal with. By the end of the session you'll leave feeling calm and capable, with the tools and practical experience needed to diffuse a difficult situation.

The course will cover how difficult people think, what they fear and why they act like they do. The programme is highly interactive and practical with exercises, self-assessments, group work, case studies and role playing. This two-day course differs from the one-day course as it allows for a deeper exploration of the subject area, including self-assessment exercises and situation role plays.

“Fantastic - really relevant to my situation with practical advice and I have lots of ideas to take away and use! I felt welcomed and that my opinions and experiences were valued.”

— IP, Social Mobility Foundation

“This course has increased my confidence, helped me to understand people's perceptions, and taught me what language to use when resolving issues at work.”

— DF, NUT

“A much needed source of information and I only wish that I had received this training a few years ago!”

— NL, Royal College of Midwives

Course dates and location

We can deliver this course virtually for your organisation, 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.

If you would like to attend this course then register your interest with us. Currently, this course is run on request meaning that a date will be scheduled once we have at least three people interested in attending this course.

There are no dates available at the moment.

Course outline
This two-day training course covers:
- effective listening to resolve problems
- bringing out the best of people at their worst
- communication in a digital aid - pitfalls of phone and email
- persuasion and influence
- handling complaints
- 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
- 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 existing one-day course has been extended to two-days by popular request. The additional day allows for more practical exercises and a deeper exploration of this sensitive area, including self-assessment exercises.
All our training courses are delivered virtually. The webinar systems used do not require software download.

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Who is this course for?

This course is aimed at anyone who needs to deal with challenging attitudes, behaviours and situations. It is particularly useful for managers wanting to develop their skills in this area, whilst allowing for a deeper exploration of the subject area including self-assessment tools. 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 two days you will not only have a better awareness of yourself in terms of your own behavioural strengths and weaknesses, but you will also have increased confidence in dealing with challenging people, attitudes and behaviour. You will have learnt communication skills such as listening, speaking and assertiveness skills which will help when dealing with difficult team members yet ensuring a harmonious and positive outcome.
Other courses to consider

We also offer a one-day version of this course, Handling difficult people and situations: essential tools, which covers many of the same areas as this course, but in one day. If you are looking for a deep exploration of the subject, with the opportunity to discuss your concerns in more detail and to practice what you have learnt, the two-day course is the most suitable for you.
Some of our other management courses may be of interest, such as Supervision skills: managing people and teams or Moving into management. You may also find our Assertiveness skills training useful.
Course fee
- £1091 plus VAT not-for-profit price (applies to charities and all other not-for-profit organisations, including public sector and housing)
- £1224 plus VAT standard price (applies to all other organisations)