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Stay Calm, Clear and Professional with Every Difficult Person

Handling Difficult People Training 1 day

On occasion, some of the people you work with can be difficult to handle; these people are intelligent and articulate but are also sometimes argumentative and awkward. This course will help you communicate in ways that are clear, rational and positive.

Available as an open course at venues across the UK, as live online training via Microsoft Teams, or as bespoke in-house training tailored to your organisation.

★★★★★
"I found the topics on 'accurate communicator' and 'inspiring' very useful. The SMART plan I will use in my workplace to hopefully change my approach." - Kevin Ferguson, Forestry Commission
Quality Training
Established 1997
6 CPD Hours
Delivery Options Upcoming Dates

Course Overview

What is Handling Difficult People Training?

This course is designed to help you navigate challenging interactions with different types of difficult people. Whether you are dealing with someone rude, aggressive, lazy or disruptive, you will leave with a clear, structured approach that keeps you calm, rational and professional throughout.

The course is organised into four parts. In the first part, you assess your own communication style and understand how you come across to others. In the second, you learn specialist techniques for handling intelligent but disagreeable personalities. In the third, you address negative and aggressive behaviour using behaviour modification methods. In the fourth, you practise ending every interaction on a constructive note.

By the end of this course you will know how to find the right words in difficult situations, how to manage your emotional response, and how to leave every interaction having moved things in a more positive direction.

Core Skills

The Key Skills Covered

This course equips you with a practical set of skills for every type of difficult person you encounter. Developing these techniques gives you the confidence and composure to handle challenging behaviour professionally and effectively.

  1. 1

    Self-Awareness and Communication Style

    Understand how your communication style affects the people around you. Identifying your own strengths and weaknesses as a communicator is the starting point for dealing more effectively with those you find difficult.

  2. 2

    Handling Intellectually Difficult People

    Develop specific techniques for dealing with intelligent but disagreeable people who argue, disrupt or resist. Learn how to use clarity of purpose, effective questioning and positive language to steer interactions productively.

  3. 3

    Emotional Management Under Pressure

    Stay calm and rational when someone is being provocative, aggressive or unreasonable. Learn how to control your emotional response so that you remain clear-headed and effective, regardless of how the other person is behaving.

  4. 4

    Behaviour Modification Techniques

    Apply a structured approach to changing unacceptable behaviour. Use objective language, scripted responses and the self-concept principle to address difficult conduct without escalating conflict or damaging relationships.

  5. 5

    Assertiveness: Clear, Firm and Calm

    Learn the difference between assertive, aggressive and passive communication styles. Develop the ability to state your position clearly and calmly, use effective body language and voice tones, and hold your ground when necessary.

  6. 6

    Positive Reinforcement

    Use genuine, specific praise to reinforce positive changes in behaviour. Finishing every interaction on a constructive note builds trust, encourages cooperation and creates conditions in which difficult behaviour becomes less frequent.

Who Is This Course For?

Who Should Attend This Handling Difficult People Training Course?

Suitable for anyone who sometimes needs to handle people who seem rude, difficult, or uncooperative.

Managers and Team Leaders

Address difficult behaviour and poor performance with greater confidence and authority.

Supervisors and Team Members

Handle interpersonal friction with difficult colleagues without damaging working relationships.

Customer-Facing Staff

Stay calm and professional when dealing with difficult, aggressive or unreasonable customers.

Anyone Dealing with Difficult People

Gain practical tools for handling negativity, aggression and uncooperative behaviour in any context.

Also beneficial for customer-facing staff dealing with difficult members of the public, HR professionals managing workplace disputes, and team members dealing with difficult colleagues at any level.

Course Agenda

Handling Difficult People Training Course Details

AM

Morning Session • Self-assessment and handling intellectually difficult people

Assess your own communication style, understand how you are perceived, and learn practical techniques for handling intelligent but disagreeable and disruptive personalities.

The morning opens with an overview of the course structure and objectives. You will identify the types of difficult people you encounter most often and agree on the outcomes you want to achieve by the end of the day. This shared context helps focus the training on the challenges that are most relevant to the group.
Dealing effectively with difficult people is fundamentally a communication challenge. This session identifies the specific skills that make the biggest difference: clarity of expression, emotional control, the ability to listen without reacting, and the use of objective rather than subjective language. You will assess which of these skills represent your greatest current opportunities for improvement.
Using a structured self-assessment, you will identify your natural communication preferences and tendencies. Understanding how you come across to others, including what you do well and where you may inadvertently create friction, is the essential first step in becoming more effective at handling difficult people.
Other people form rapid judgements about you based on what you say, how you say it, and how you carry yourself. This session explores the impression you make at work and how your reputation for fairness, clarity and composure either helps or hinders you when dealing with difficult behaviour. You will consider what specific changes would improve how you are perceived.
Intellectually difficult people are those who argue, disagree persistently, question everything, or use their intelligence and articulacy in disruptive ways. They require a different approach from those who are simply rude or aggressive. You will learn specialist techniques for managing disagreement productively, keeping conversations on track, and finding areas of agreement without conceding unnecessarily.
Before you can influence a difficult person, you need to be clear about what you are trying to achieve. This session covers how to define your goal precisely and keep the conversation focused on outcomes rather than getting drawn into arguments about the past. A clear sense of purpose prevents you from being provoked or distracted and keeps the interaction moving in a constructive direction.
The right question, asked at the right moment, can transform a difficult conversation. You will learn how open questions draw out information and reduce defensiveness, how clarifying questions prevent misunderstandings, and how well-chosen questions can redirect a hostile or unproductive conversation without confrontation.
Many difficult interactions arise from genuine misunderstandings. When the original message was ambiguous, both parties may be convinced that they are in the right, making the conflict feel irresolvable. This session covers techniques for surfacing and resolving ambiguities early, before they harden into entrenched positions.
Negative thinking and negative language narrow options and escalate conflict. Positive thinking and positive language open possibilities and create the conditions for resolution. You will practise reframing negative messages so that they direct attention towards desired outcomes rather than dwelling on problems, complaints or past failures.
Every statement you make plants an image in the mind of the listener, and that image influences their behaviour. Positive suggestions create mental images of the outcomes you want; negative suggestions create images of the outcomes you are trying to avoid. You will learn how to phrase your messages so that the images you create consistently support cooperation rather than resistance.
The morning closes with structured exercises that give you the opportunity to apply the techniques covered in realistic scenarios. Practice with feedback from the trainer helps you identify which approaches feel most natural and where further development would be beneficial. You will leave the morning session with clear, actionable insights to carry into the afternoon.
PM

Afternoon Session • Behaviour modification, assertiveness and finishing on a positive

Learn a structured approach to handling negative and aggressive behaviour, develop assertive communication under pressure, and practise ending every difficult interaction constructively.

Behaviour modification is a structured approach to changing unacceptable conduct without damaging the underlying relationship. You will learn a step-by-step method: naming the specific behaviour clearly and objectively, explaining its impact, making a direct request for change, and following through consistently. Applied correctly, this approach changes behaviour more reliably than emotional reactions or vague criticism.
Four broad communication styles are common in difficult situations: aggressive, passive, passive-aggressive, and assertive. Only assertive communication combines clarity with respect and produces consistently good outcomes. You will examine each style, recognise them in others and in yourself, and understand why assertiveness is the only approach that is both effective and sustainable when dealing with difficult people.
A rational approach to difficult people means operating according to facts and reasoned argument rather than emotions and personal reactions. It means keeping your negative feelings under control while the conversation is taking place, using objective language to describe what is happening, focusing on future solutions rather than past grievances, and aiming to change behaviour rather than to win the argument. This session gives you a practical framework for applying rationality under pressure.
Every person has a mental image of themselves, their self-concept, and they will resist anything that threatens it. Attacking someone's character, intelligence or pride triggers defensiveness and makes behaviour change far less likely. You will learn how to address unacceptable behaviour without attacking the person's self-concept, and how to give them a constructive path forward that preserves their dignity.
Objective language describes observable facts and behaviours. Subjective language expresses personal opinions, judgements and emotional reactions. In difficult conversations, the switch from subjective to objective language is often the single most important change you can make. You will practise re-expressing common subjective statements in objective terms, and observe how the shift in language changes the tone and outcome of the conversation.
Improvised responses to difficult situations are rarely optimal. Scripting your key messages in advance means you can deliver them calmly and consistently, even under pressure. You will learn a simple structure for scripting difficult conversations: what happened, what the impact was, what you need to change, and what will happen next. Having a prepared script reduces anxiety and ensures your message is clear and fair.
Arguing about the past is one of the most common traps in difficult conversations. Both parties defend their own version of events and the conversation goes in circles without reaching a resolution. The rational approach is to acknowledge what has happened briefly and then redirect the conversation to what will happen next. Focusing on the future opens possibilities and gives the other person something constructive to commit to.
A conversation that ends without a clear, specific commitment from the other person is unlikely to produce lasting change. You will learn how to close difficult conversations with an explicit agreement: what the person will do differently, by when, and how you will both know that the change has been made. Gaining a clear commitment transforms a difficult conversation from a confrontation into a contract.
Assertiveness is the ability to state your needs and position clearly and calmly, without attacking the other person or backing down unnecessarily. You will practise the specific language patterns of assertive communication, how to say no without being dismissive, how to hold your ground when challenged, and how to handle someone who responds to your assertiveness with aggression or emotional pressure.
In high-stakes interactions with difficult people, your non-verbal communication often carries more weight than your words. Posture, eye contact, gesture, proximity and facial expression all affect how your message is received. You will learn which body language signals project confidence and calm authority, which ones signal uncertainty or aggression, and how to read the body language of a difficult person to better understand what is driving their behaviour.
The tone, pace, pitch and volume of your voice communicate your emotional state as clearly as the words you choose. A calm, measured voice projects confidence and rationality; a raised or wavering voice signals that you have lost control of the situation. You will learn how to calibrate your voice so that it consistently conveys authority and composure, even when the other person is being provocative or aggressive.
Every interaction, however difficult, should end constructively. Finishing on a positive note does not mean pretending the problem has not happened; it means ensuring that the other person leaves the conversation with a clear sense of the path forward and a reason to take it. You will practise specific techniques for closing difficult interactions in a way that preserves the relationship and makes positive change more likely.
The course closes with a structured action planning session. Each delegate identifies the three to five techniques they found most valuable and writes a personal action plan specifying exactly how they will apply them when they return to work. You will also review the post-course support available, including access to the post-course portal and three months of free telephone coaching.

Availability and Pricing

Delivery Options

Choose the delivery format that best fits your schedule and team.

All options deliver the same high-quality content.

Online Live Training

£350 +VAT

per delegate

Interactive live sessions delivered via Teams using our superior green-screen technology.

  • Same content as face-to-face
  • Learn from home or office
  • Delivered via MS Teams
  • Laptop or tablet with webcam
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Open Course

£475 +VAT

per delegate

Early bird offers available

Join scheduled courses at venues across the UK including London, Birmingham, Manchester & more.

  • Venues across the UK
  • 9:00 am to 4:30 pm
  • Tea and coffee from 8:45 am
  • Network with peers
Book Open Course

Bespoke In-House

£2250+VAT

per training day

We come to you. Training delivered at your premises, tailored to your team's specific needs.

  • Your premises or online
  • Tailored to your organisation
  • Dates to suit your schedule
  • We can train in your timezone
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All Our Training Includes

Full 1 day of expert training delivered by an experienced trainer
CPD-endorsed course: 6 CPD training hours (plus 2-3 additional hours via post-course online learning)
Full digital interactive course notes
Official training certificate
Access to free additional training material via our post-course portal
3 months of free telephone coaching while you implement your learning

Questions? Call 020 3856 3037 or 01452 856091

Upcoming Dates

Next Available Course Dates

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No upcoming dates are currently listed.
Please get in touch to enquire about availability.

Contact Us

Frequently Asked Questions

Course FAQs

You can book directly online via our course dates page, call us on 020 3856 3037, or make an enquiry and we will call you back. We accept payment by BACS, cheque or credit card. Once booked, you will receive a confirmation email with full joining instructions.
Yes. We can deliver this course exclusively for your team at your premises or online, on dates to suit you. Bespoke in-house training is priced per day rather than per delegate, making it cost-effective for groups of four or more. We can also tailor the content to address your organisation's specific challenges.
  1. Stay calm: control your emotional response before you respond to the other person's behaviour.
  2. Be clear about your goal: decide what you are trying to achieve before the conversation begins.
  3. Use objective language: describe facts and behaviours, not opinions or judgements.
  4. Listen actively: understand the other person's perspective before you respond.
  5. Nip problems in the bud: address difficult behaviour early, before it becomes entrenched.
  6. Avoid subjective attacks: never attack the person's character, intelligence or pride.
  7. Script your message: plan your key phrases in advance so you can deliver them calmly.
  8. Focus on the future: redirect the conversation from past grievances to future solutions.
  9. Gain a clear commitment: close the conversation with a specific, agreed change in behaviour.
  10. Finish on a positive: acknowledge any move in the right direction immediately and specifically.
The key is to remain calm and rational while the other person is being unreasonable. Begin by listening without interrupting, which often reduces the intensity of the other person's response. Use objective language to describe the situation rather than expressing personal opinions or judgements. Focus on facts rather than feelings, and redirect the conversation from arguments about the past to practical agreements about the future. Avoid matching the other person's emotional intensity; the calmer and clearer you remain, the more effectively you can steer the conversation towards a resolution.
Yes, the training is highly interactive. Sessions include group discussions, exercises, case studies and individual action planning. The trainer actively teaches expert content rather than simply facilitating discussion, so delegates leave with structured knowledge they can apply immediately. The style is engaging and practical throughout.
Staying calm under provocation is primarily a matter of managing your internal emotional response before it influences your words and behaviour. Recognise the physical signals of rising tension in your own body and use that recognition as a cue to slow down rather than react. Take a measured breath, pause before you speak, and remind yourself of your goal: to resolve the situation, not to win the argument. Choosing your words deliberately, particularly switching from emotional to objective language, also helps maintain composure because it engages your rational thinking rather than your emotional reaction.
Delegates come from a wide range of industries, roles and organisational levels. Some attend because they manage people whose behaviour is difficult to address; others attend because they regularly deal with difficult customers, colleagues or members of the public. Some have specific situations in mind; others want to build their general confidence and competence. What all delegates share is a desire to handle difficult behaviour more professionally and with less personal stress. Delegates are varied in background but consistently find the content practical, immediately applicable and directly relevant.
Open courses run from 9:00 am to 4:30 pm. Delegates are welcome to arrive from 8:45 am; tea and coffee are available from that time. The course includes mid-morning and mid-afternoon breaks plus a lunch break.

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On This Page

  1. 1 Course Overview
  2. 2 Key Skills
  3. 3 Who Should Attend
  4. 4 Course Agenda
  5. 5 Delivery Options
  6. 6 Upcoming Dates
  7. 7 FAQs

Book This Course

Online Live Training £350 +VAT
Open Course £475 +VAT
Bespoke In-House £2250 +VAT/day
Book Open Course Enquire About In-House

Questions? Call us on

020 3856 3037
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Customer Reviews

What Delegates Say About This Course

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Read Our Customer Reviews
★★★★★

"Very useful & informative training course. I will be taking several things & implementing them in my own work place & within my management team. The trainer was Clear, concise, practical, very open with clear examples & take aways. lots of conversation prompts.100/100 "

Hannah Weaver-Lyon

Purple Dragon

★★★★★

"The two days were simply brilliant; content and delivery were spot on. Well worth the time, and which will help me, my company and my team. This will also help in my personal life. Trainer's presentation was truely professional."

Nick Baker

Pacific West Foods

★★★★★

"I found the course content very interesting and believe that many of the topics can be integrated into my working day, to enable me to complete more productive and valuable work. The presentation was excellent, informative and easy to understand. The diagrams were especially useful."

Samantha Loughlin

Royal Air Forces Association

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Ready to Handle Difficult People with Confidence?

Enrol on our next open course, book a live online training session, or speak to us about tailored in-house delivery for your team.

Book Open Course Enquire about In-House

Or speak to a member of our team directly:

020 3856 3037 01452 856091