Established, since 1997, leading UK based training provider.

Handling Difficult People Training

- One Day Course
Learn practical tools that you can use in real-life situations. Handling Difficult People Training
  • Handle those people that don’t 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.
Learn in a friendly and relaxed atmosphere with people who are facing similar situations as you.

About this Handling Difficult People Training Course

On occasion, some people can become difficult to handle, isn’t that right?

These same individuals are often quick witted and vocal but they can also be quarrelsome and inflexible.
And so you need to know how to properly handle them.

The snag is: you don’t know how to!

Your lack of skill in dealing with this type of difficult person is causing you some problems.
That is one reason why you are looking online: To see whether you can find the right training that will help you to handle this situation more skilfully.

If this description seems to fit your current circumstances, then you need to book yourself onto this course today.
Make sure that you attend this very inspiring and popular one day training programme.

On occasions, you need to handle difficult people; in order to handle difficult people you need to communicate in ways that are clear, rational and positive.

The course content was excellent with insightful content. Lots of good tools and formulas. Very interactive and thought provoking. The trainer's presentation was excellent; engaging and challenging with good explanation of theory and how to use the tools provided.

Customer Reviews

Handling Difficult People Training - One Day Course Overview

Day One - Morning

  • Decide what target-behaviours you want to see achieved and explain them to others.
  • Avoid poor performances caused by failing to properly explain the standards required.
  • Decide how you, yourself, wish to be perceived and act accordingly.
  • Distinguish the language of fair criticism from the language of unfair insults.
  • Give constructive criticism to others in an assertive and professional way.

Day One - Afternoon

  • Find mutually agreeable solutions to which the other person will commit.
  • Know when to compromise, and when to stand firm.
  • Be assertive, when facing a difficult person.
  • Use your body language and voice tones correctly.
  • Motivate others by the proper use of your words.

Available Dates and Locations

29 January
Maidstone Kent
£450 +VAT
Course Full
29 January
London - Central
£450 +VAT
30 January
Manchester City
£450 +VAT
5 February
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 9 days, London - Central, places available Book Now >

Please note all our training courses include optional three months FREE telephone coaching to answer any on-going questions.

Course Timings: Start 09:00 - Finish 16:30. Lunch at 13:00, Tea Breaks at 11:00 and 15:00.
6 trainer-led hours, additional 2-3 via post-course portal independent learning

We currently offer training courses in: London, Manchester, Birmingham, Bristol, Maidstone, Kent, Glasgow, Scotland, Leeds, Gloucestershire

The course had a refreshingly different approach to other similar corporate coaching. Good pace and not dull. The trainer's presentation was fast paced but this went with the subject matter. A very good trainer with lots of interaction between trainer and group.

Customer Reviews

Handling Difficult People Training Course Content

Handling Difficult People Training - Day One - AM

Master the six principles of communication

Six principles of communication:

In order to manage difficult people, you need to gain agreement on:

  1. The goal - what are we trying to achieve.
  2. The reason - why are we trying to achieve it?
  3. The plan - how are we going to reach the goal?
  4. How to handle other people’s emotions.
  5. How to express your own emotions.
  6. Gaining the cooperative assistance of others.

Notes on the use and misuse of humour.

How to use, and how to not sure humorous comments.

Personal standards

How do you wish to be perceived? Decide and then act accordingly.


Agree what the desired goal is. If you wish to be more assertive, then develop your sense of goal focus:

How to make language more specific and more meaningful.

The use of numbers in order to make yourself clearer.

You need to explain your ideas in definite terms.
How to define your key concepts and most important ideas.

The difference between affirmative and negative language.
The difference between being critical and cynical.
Notes on how to be more positive.

Embedded commands.

Embedded command is a form of accidental error of language (e.g. saying 'don't worry' will cause people to worry)

Summary of the morning session

The course contained a good balance between theory and practical exercises. Content could be applied to all of us in the group, despite differences in working backgrounds. I found the conflict management and use of language sections of the course particularly useful. The trainer's presentation was excellent. I'll certainly take away points that I'll implement in work.

Customer Reviews

Handling Difficult People Training - Day One - PM

Four ways to approach difficult situations:

I understand blank fact is wrong box. -> Wrong box -> Right box -> Commit? -> Excuse /Reason -> Negotiate
  • Rationally assertive: the proper method.
  • Emotional and angry: the wrong method.
  • Emotional and upset: another wrong method.
  • Avoidance: another wrong method.

Learn the difference between “objective” and “subjective” language.

To be assertive you should use “behavioural statements” and “objective language”.

The use of the “wrong box / right box” technique.

The difference between “reasons” and “excuses” and what policy you should have to each one
If the other person gives you reasons, then you should negotiate.
If the other person gives you excuses, then you should not negotiate.

Don’t get bogged down talking for too long about the past.
Do take the conversation into the future. Talk about what you want to happen next.

The assertive use of body language

  • Posture
  • Hand gestures
  • Eye contact
Use the
'Wrong box / right box'

The assertive use of voice tones

  • Volume
  • Pace
  • Pitch

Notes on the proper use of praise and appreciation.

Praise is powerful: The proper use of praise to reinforce the change.
The absence of praise and appreciation is often the cause of bad feelings.
To get the best from others, you must praise and appreciate them for the behaviours you want to see repeated.

Final summary and action planning.

The course content was comprehensive and well put together, providing some very useful through provoking principles. The trainer's presentation was very good, managed to hold my attention for two days which is very unusual!

Customer Reviews

The Course Training Method

The training method follows this general pattern - the training is very interactive and interesting:

  1. The trainer gives a clear explanation of the point in question with specific examples.
  2. Then, the delegates practice by doing an exercise with each other.
  3. The delegates practice by doing an exercise with the trainer.
  4. All points are supported with full written notes to take away.
  5. Delegates are asked to write down an associated action, for each point made.
    (At the end of the day, we have about twenty such actions, from which the delegates choose six which are the most personally meaningful).

Note: we do not believe in placing people in any situation of embarrassment by demanding that they 'perform' in front of the whole group. So you can relax: come on this course and be at ease; ready to learn new skills!

Open Training Course Pricing and Availability

You are able to book this course online today.

29 January
Maidstone Kent
£450 +VAT
Course Full
29 January
London - Central
£450 +VAT
30 January
Manchester City
£450 +VAT
5 February
£450 +VAT
More dates and locations available
Save £50 on this course

Next Open Course Starts in 9 days, London - Central, places available Book Now >

The open training course costs only £450 +VAT per delegate. For this price we provide:

  • A full day of quality training
  • Tea, coffee and cakes
  • Lunch
  • Full colour course notes
  • Written action plan
  • Certificate
  • Additional training material by means of monthly updates
  • Access to the Post Course Portal

Plus, 3 months free telephone coaching

To answer any on-going questions, you will also receive email and telephone support from your trainer after you have attended the course. Whilst you are implementing what you have learned we will be there to help you if you need us for advice, guidance and coaching.

Course Timings

Start 09:00 - Finish 16:30.
Lunch at 13:00, Tea Breaks at 11:00 and 15:00.

6 trainer-led hours, additional 2-3 via post-course portal independent learning.

After the course, how can you keep the training-momentum going?

We understand that it is important to keep the momentum of the training going, in the weeks after the course. The ideas and methods that you learnt during the course need to be implemented, not just for the two weeks after the course, but for all time!

In order to make that happen, we will give you continued, on-going support after the training course has finished. The support comes in the form of the Post Course Portal.

The Post Course Portal is a web page that contains a review of all the course material, plus the following:

  • Newsletters containing training blogs and articles, which will provide you with ongoing training and good ideas, whenever you need them.
  • Fun questionnaires that are designed to tease out your strengths and weaknesses and then give you ideas as to how you might improve your performance.
  • Decision matrices that will allow you to make decisions and prioritise tasks into the correct order.
  • Summary diagrams and mind maps from the course.
  • Conflict scripts that give you examples of how the conflict method can be used, in real life situations.
  • Free eBook the effective leader manager.

In-House Training Course Pricing and Proposal

This course is also available as a bespoke in-house group training course in the UK and worldwide.

We can tailor the content to fit your specific needs. In-House Group training costs from just £1,950 +VAT per day for up to 20 delegates (international training price varies).

This price includes:

  • Full days training
  • Full course training manual
  • Personal written action plans
  • Access to the post course portal
  • Three months free telephone coaching

Contact Us Today

Please call us on +44 020 3856 3008 to discuss your requirements for the in-house training course.

If you want to know more about any other Management Training Courses, or their suitability for you or a colleague, call us on +44 020 3856 3008.

Email your Manager

If you are reading this page with the intention of attending the course, then you may need to 'put forward a case' to a manager who makes the final decision.

So, you may find it beneficial to give your manager this document, which will give all the information needed to make the right decision.

To do this, please enter the manager's email address below and.. take me to your leader!

Other Popular Courses

You may be interested in one of our other popular courses:

  • Leadership and Management Training - Two Day Course
    At your place of work, are you in the role of a leader-manager? Your role is to get the best performance from yourself and others. In order to do that, you may need to develop some additional personal skills. This excellent two day course will give you a proven, step by step guide to success as an effective leader manager.
  • Personal Development Training - Two Day Course
    The purpose of this personal development course is to help you to develop your “professional skills” relating to: Communication, goal achievement, personal confidence, positive mental attitude, planning, prioritising and handling difficult people.
  • Conflict Management Training - One Day Course
    Is it true that some of your managers do not manage conflict very well? Instead, do they sometimes mis-manage conflict and make the situation worse? Conflict in your team is inevitable and could even be beneficial, but ONLY IF it is managed according to correct principles.
  • Communication Skills Training - One Day Course
    Are you as confident in your powers of communication, as you would really like to be? Clear and confident communication will help you improve the performance of your whole team. When you return from this fabulous course, you will feel more clear, confident and persuasive.
  • Time Management Training - One Day Course
    Do you ever have days when you're busy but not productive? Do you ever seem to be overwhelmed by the sheer volume of work? If yes: You need our training in time management that will make you: More productive but less busy. Impose order on chaos.