Handling difficult people and situations: extending your skills and confidence

Course summary

Whether it’s disciplining a colleague or handling a sensitive issue, we all face difficult communications challenges in the workplace. They are unpleasant, stressful and can be very emotionally draining. It’s awful when it’s a customer but can be even worse when it’s a team member or manager. Our two-day course has been designed to give you the confidence and know how to handle these challenges professionally and positively.

Unfortunately this isn’t a skill we’re taught at school or college so often our fear of tackling a difficult team member or a tricky situation lets the problem escalate. This course will empower delegates to take control of these difficult situations and provide a safe environment to talk openly about the problems they have to deal with. By the end of the session you’ll leave feeling calm and capable, with the tools and practical experience needed to diffuse a difficult situation.

The course will cover how difficult people think, what they fear and why they act like they do. The programme is highly interactive and practical with exercises, self-assessments, group work, case studies and role playing. This two-day course differs from the one-day course as it allows for a deeper exploration of the subject area, including self-assessment exercises and situation role plays.

NL, Royal College of Midwives

“A much needed source of information and I only wish that I had received this training a few years ago!”

IP, Social Mobility Foundation

“Fantastic - really relevant to my situation with practical advice and I have lots of ideas to take away and use! I felt welcomed and that my opinions and experiences were valued.”

DF, NUT

“This course has increased my confidence, helped me to understand people's perceptions, and taught me what language to use when resolving issues at work.”

NL, Royal College of Midwives

“A much needed source of information and I only wish that I had received this training a few years ago!”

Course dates and location

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.

If you would like to attend this course then register your interest with us. Currently, this course is run on request meaning that a date will be scheduled once we have at least three people interested in attending this course.

There are no dates available at the moment.

This two-day training course covers:

effective listening to resolve problems
bringing out the best of people at their worst
communication in a digital aid – pitfalls of phone and email
persuasion and influence
handling complaints
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
dealing with aggression
adapting styles of communication to different situations
how to problem solve and negotiate with difficult people
a year of free support

This existing one-day course has been extended to two-days by popular request. The additional day allows for more practical exercises and a deeper exploration of this sensitive area, including self-assessment exercises.

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

This course is aimed at anyone who needs to deal with challenging attitudes, behaviours and situations. It is particularly useful for managers wanting to develop their skills in this area, whilst allowing for a deeper exploration of the subject area including self-assessment tools. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

By the end of the two days you will not only have a better awareness of yourself in terms of your own behavioural strengths and weaknesses, but you will also have increased confidence in dealing with challenging people, attitudes and behaviour. You will have learnt communication skills such as listening, speaking and assertiveness skills which will help when dealing with difficult team members yet ensuring a harmonious and positive outcome.

We also offer a one-day version of this course, Handling difficult people and situations: essential tools, which covers many of the same areas as this course, but in one day. If you are looking for a deep exploration of the subject, with the opportunity to discuss your concerns in more detail and to practice what you have learnt, the two-day course is the most suitable for you.

Some of our other management courses may be of interest, such as Supervision skills: managing people and teams or Moving into management. You may also find our Assertiveness skills training useful.

£1091 plus VAT not-for-profit price (applies to charities and all other not-for-profit organisations, including public sector and housing)
£1224 plus VAT standard price (applies to all other organisations)

Book this course

Course Name *

Course Date *

Course Fee *

Standard price: £1224 VAT: £244.80; TOTAL: £1,468.80 ‘Not-for-profit’ price: £1091 VAT: £218.20; TOTAL: £1,309.20

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

Registered Charity Number

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

Booker's Name *

Booker’s job title *

Booker’s email address *

Booker’s telephone *

Organisation’s name *

Organisation’s sector *

Address *

Post code *

How did you hear about the Centre? *

If other, please enter here

Delegate Details

Yes I am attending this course No, I am booking on behalf of someone else (enter details below)

Do you have any support or learning requirements?

(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)

Delegate’s name

Delegate’s job title

Delegate’s email address

Delegate’s telephone number

Delegate’s mobile number

Does the delegate have any special requirements?

(e.g. dietary, access, religious)

Secondary delegate’s name

Secondary delegate’s job title

Secondary delegate’s email address

Secondary delegate’s telephone number

Secondary delegate’s mobile number

Third delegate’s name

Third delegate’s job title

Third delegate’s email address

Third delegate’s telephone number

Third delegate’s mobile number

Name and email address of Finance Manager for invoice

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.

If you have a promotional code, enter it here

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

Do you have a Purchase Order number?

I have read and accept the Terms and Conditions and Customer Privacy Notice

If you are happy for us to contact you from time to time by e-mail with marketing information about our service please tick this box