Handling Difficult People Training Availability, Pricing and Course Dates
If you have any questions, please phone us (020 3856 3037) or send us a message.
Live Online Virtual Training
- Live Online Handling Difficult People Virtual Training delivered via Zoom or Microsoft Teams
- Easy to join - all you need is a laptop or tablet with a Webcam
- Learn the same skills as a face-to-face session, but from the comfort of your own home (or office!)
Open Course (Face-to-Face)
(Early Bird Offers Available)
- Delivered at venues around the UK
- Open Course Timings are: 9am - 4.30pm
- If you arrive earlier than 9am, there is coffee / tea waiting for you.
Bespoke Training (In-House or Live Online)
(International Price Varies)
In-House training has been designed to provide a similar experience to our open courses, however we can tailor the content to fit your specific needs.
Plus, hotel accommodation for trainer if needed (Premier Inn type: not the Hilton!)
We are able to train in your timezone.
All our training includes:
- A full day of quality training, delivered by an experienced trainer
- Total of 6 CPD training hours (9am - 4.30pm), plus an additional 2-3 via post-course online independent learning.
- Full digital interactive course notes
- Training certificate
- Access to additional free training material after the course via our post-course portal
- 3 months free telephone coaching: Whilst you are implementing what you have learned, if you need to, you can contact us for support and guidance
What is Handling Difficult People Training?
Sometimes you need to handle people who you may find difficult; rude, aggressive, lazy or disruptive. They may be customers, colleagues, or members of the public.
You need to manage these people, but you may not know how.
This one-day training course will show you how to adapt your communication style, as well as your emotional response.
The information you learn on this course will empower you, by showing you how to find the right words, leaving you clear, rational, positive and professional.
You will learn how to resolve issues, quickly, calmly and without fuss.
Contact Us Today
If you want to know more about this course, or any other Management Training Courses, or their suitability for you or a colleague, call us on 020 3856 3037 or make an enquiry online.
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Handling Difficult People Training Course Overview
This course is divided into four parts:
Part one. Self-assessment of your own communication style, and how do you come across to others?
Part two. We focus on difficult people who disagree with everything, or who are disruptive and strong. We will show you special techniques to handle intelligent, articulate, but difficult people.
Part three. We focus on a different kind of difficult person; those who behave badly. They swear, they break rules, lose their temper, they bully, intimidate, manipulate and may be lazy. You will learn how to deal with this type of difficult person.
Part four. Why it is important to finish every interaction on a positive note.
When you have learned to master and apply the skills you learn on this course you will find, to your delight, that there are fewer difficult people in the world.
Learning Outcomes:
- Handle people who do not do the right thing
- Manage your emotions, so you stay in control
- Nip problems in the bud, so they don’t get out of hand
- Learn when to compromise and when to stand firm
- Negotiate solutions, rather than argue about blame
- Boost your self-confidence and assertiveness skills
- Use positive feedback, as a way to change people
Handling Difficult People Training Course Details
Morning Session
Introduction to the training
To deal with difficult people, what communication skills are needed?
Self-assessment of your communication style
What impression do you make?
How to handle intellectually difficult people
Clarity of purpose
Goal setting
Develop your questioning skills
Clarify ambiguities
How to transform negative to positive
How to harness the power of positive suggestion
How to put your new skills into practice.
Afternoon Session
How to handle difficult behaviour: Behaviour modification
Four communication styles, but only one of them works
What is a rational approach?
The importance of the self-concept
How to use Objective language
How to script your message
Focus on the future
How to gain commitment
Be assertive: Not aggressive or passive
How to use body language
How to use voice tones
Always finish on a positive
How will you apply the material in practice?
Handling Difficult People Training FAQs
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