West Thames College London

Dealing with Difficult People

Outline (1/2 day session)

Sometimes, despite your best efforts, you find that someone is behaving in a difficult manner. It may even lead to a potential conflict situation. What can you do about it? How can you be seen to be caring and responsive? This programme gives you the practical solutions for facing difficult or unacceptable behaviour – techniques you can use now.

Who should attend?

Anyone who is faced with handling difficult people.

How will you benefit?

You will understand how to handle aggressive or awkward people. You will feel confident when faced with difficult situations and know how to make people feel they’ve been treated with care and respect.

What the programme covers

  • What could affect how people behave
  • How people differ
  • …and how you prefer to react to them
  • Why do things escalate?
  • Saying the right things – the right way
  • Addressing the issue
    - Preparation
    - Structure
    - Consequences
  • Dealing with difficult people who are not in your team
  • Communicating difficult messages
  • Saying what you mean without giving offence
  • Case studies – what would you do?

Book Now


"Dealing with Difficult People is an extremely helpful course"

Adam, Associated Air Services

"The Dealing with Difficult People course content and materials were of excellent quality and the trainer was brilliant. I do not hesitate to recommend this course to my colleagues"

Milka, TMDS


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