Dealing with Difficult People and Situations

1-Day Workshop


The workshop will focus on the types of difficult behaviour and situations that you have to manage. Throughout the day exercises and tools and techniques will be discussed and practiced to help build personal strategies to use once back in the workplace.

Download the Course Outline

Download the Dealing with Difficult People and Situations course outline for reference.


Programme Content

Session 1: Welcome and Introductions

Session 2: What makes a person/situation difficult?

  • Definitions
  • Why deal with difficult people?
  • Types of difficult people and situations at work
  • Behaviours exhibited by those we perceive as difficult

Session 3: Skills required for managing difficult people/situations

  • Understanding own emotions
  • Building own resilience and self-control mechanisms
  • Communication skills
  • Assertiveness
  • Questioning and listening
  • Perceptual positioning
  • Constructive conversations

Session 4: Strategies for dealing with difficult people

Input and exercises on practical steps that can be used back in the workplace.

Action Planning

If you would like to discuss this workshop please contact Fiona on 01332 527144 or email us via the contact page. This programme can be amended to reflect the training and development needs of your Leaders and Managers.

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