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 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.

MW, London Housing Association

“The trainer was very informative, passionate and had an amazing knowledge in the subject. The trainer encouraged discussion and was very helpful in coming up with solutions to problems. ”

EG, Channel 4

“I feel I have come away from the course with a new understanding of difficult behaviours and how I can adjust my attitude and communication style to handle difficult situations.”

LM, The Football Association

“The course was very interesting and gave me lots of ideas. I have learnt a number of strategies and techniques in order to help me in future difficult situations.”

JP, London Borough of Redbridge

“The course was interesting and thought-provoking. The trainer encouraged the group to be open and share experiences.”

RB, Prospect Housing

“I really enjoyed the course - hearing colleagues situations, working through solutions and realising we are not alone. More importantly I learnt about me and where I need to develop.”

Course dates and location

All our training courses are being delivered virtually. The webinar systems used do not require software download.

Please note: we allow a maximum of three people per organisation on our Individual training courses.

Our next available course dates for individuals are:

11 July 2024

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.

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

All our training courses are delivered virtually. The webinar systems used do not require software download.

This conflict management 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.

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 resolution course you 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.

You may be interested in some of the following training courses: Moving up in management; Supervision skills; Influencing skills.

£589 plus VAT not-for-profit price (applies to charities and all other not-for-profit organisations, including public sector and housing)
£654 plus VAT standard price (applies to all other organisations)

Handling difficult people and situations: essential tools

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Standard price: £654 VAT: £130.80; TOTAL: £784.80 ‘Not-for-profit’ price: £589 VAT: £117.80; TOTAL: £706.80

We have a two-tier pricing structure, offering discounted rates to charities and not-for-profit organisations: Not-for-profit price applies to charities and other not-for-profit organisations (including public sector and housing) Standard price applies to all other organisations

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