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 managementSupervision skillsInfluencing 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

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

If you are requesting a charity discount, we will need your registered charity number

(if so please specify – please note, this information will be kept private and only used to ensure we can support your learning needs on the day(s) of the course)

(e.g. dietary, access, religious)

We will invoice you for your course and this will be sent via email within two working days. Once you have received your invoice, you can pay by BACS, credit card or cheque.

(promotional codes cannot be used for courses with a special offer price applied)