Dealing With Difficult People

Having to deal with difficult people, whether they be managers, co-workers or clients, can lead to staff members feeling demoralised, de-motivated and stressed. This course will look at ways of assessing the problem, trying to understand why the other person is being difficult and how to resolve such situations.

Course Dates:

21st Aug 2017 (spaces available)

Course Length: 1 day

Course Costs:

Standard Price: £295

Charity: <15 Staff: £95

Charity: 16-30 Staff: £125

Charity: 31+ Staff: £180

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Course Location

Happy, Alie Street – view map & directions

What You Will Learn

  • To have an understanding of why some people are “difficult”
  • To be able to identify different types of “difficult” behaviour
  • To understand their own communication style and how that might contribute to “difficult” situations
  • To identify ways to defuse, deflect or deal with situations where people are being difficult
  • To be able to state their own position in an assertive, non-confrontational way
  • To have identified coping mechanisms for themselves.
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Themes Covered

  • Different styles of difficult behaviour
  • Exploring methods to deal with the different styles
  • Addressing the problem rather than the personality
  • Assessing your own communication style
  • Listening skills
  • Win/win outcomes
  •  Looking from the other person’s perspective
  • Body language
  • Using questioning techniques
  • Coping strategies

SMALL PRINT

The course will run from 10am to 4:45pm (light cold buffet 1pm to 1:45pm). Please be careful to arrive by 9.45am for registration and refreshments. The course will start precisely on time and it may not be possible to go back over material missed by late arrivals. If you arrive over 30 minutes late you may be asked to leave and attend another day.

Please ensure you read our Terms and Conditions before booking for our payment terms and cancellation policy.


The Happy Guarantee

We want everyone to go away from our courses feeling as though they have learnt useful, practical skills that they can use straight away when they go back to work.

If you don’t feel that your training has been useful or if you are unhappy in any way, please just get in touch with our Customer Services team within 30 days of the course. We will be happy to offer you additional support and training free of charge to help you to gain the skills you need, or if you’d prefer, a full refund.

Your Course Trainers

Paul Gapper

Paul Gapper

Paul Gapper is a Masters qualified trainer with experience in interpersonal skills, work skills and management training. He has worked in the public, private and voluntary sectors for over fifteen years. Paul has a Distinction in the Institute of Personnel Development Training Certificate and the teacher-training certificate for Mindfulness-Based Approaches from the Oxford Mindfulness Centre.

Janet Lewis-Jones

Janet Lewis-Jones

Janet has a background in psychology and has been working as a freelance trainer since 2004. She joined the team at Happy in 2010.

Frances Burton

Frances Burton

Frances is a management and communication skills trainer and executive coach, with 30 years experience of working in the public, private and voluntary sectors. Frances has a level 7 certificate in executive coaching and leadership mentoring with the Institute of Leadership and Management and a certificate in training practice with the Chartered Institute of Personnel and Development. Frances uses training, coaching and facilitation techniques to create a supportive, empowering and interactive learning environment, enabling participants to develop the skills and confidence they need to maximise their own and their organisation’s potential.