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.
Public Sector Price£225*
Charity < 15 Staff£125*
Charity 16-30 Staff£175*
Charity 31+ Staff£225*
- *per person, excluding VAT
Class size12 approx.
This one-day 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.
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.
- 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
Lorraine Palmier28 days ago
Very informative training day - trainer was excellent as she got the whole group involved - and made it a fun day.
Need help? Call us on020 7375 7300
Group Learning Events
If you have five or more learners, a private group event could be cheaper.
We can tailor the content to your team, and host the workshop inhouse at your workplace or here at Happy's HQ in Aldgate, Central London.
What's it like to learn with Happy?
We offer complete individual involvement and participation on all of our workshops. In this video, Nicky delivers a short session about the different Communication Styles, and how they affect the way you work with and manage others.
The Small Print
The course will run from 10am to 4:30pm (lunch is served 1pm to 1:45pm — we offer a choice of 3 cold bowl dishes). 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 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.
Due to current government guidelines we have temporarily closed our training centre in London. All of our staff are now working remotely, and all classroom training has been postponed until 29th May.
We have developed a fantastic range of interactive webinars delivered by our experienced facilitators, Live Online Learning. We understand that for many people this will be the first time that they have worked from home and so we have developed short 1.5-2 hour sessions to help you adjust to this new situation. You can see details of our IT Skills live online learning sessions here and our Personal Development sessions here – or we can adapt any of our classroom training into webinar format for you.
For the latest government guidance, please visit the gov.uk website.
We will continue to monitor the situation and will advise all clients if the situation changes.
If you have any questions or concerns, or would like to arrange some online training, our friendly team are available Monday to Friday, 9am to 5pm. You can leave a message on 020 7375 7300 or email us at email@example.com.
Did you know...
...sometimes we hold a conflict in place by unconsciously mirroring the behaviours we find difficult?
Given time and space to think, we can identify our role in conflicts and find apt ways to resolve them.
Happy has a range of other personal development and leadership programmes, including:
Crucial Conversations for Leaders & Managers to enable managers, supervisors and team leaders to get the most out of crucial, emotionally charged and challenging conversations in the workplace. Find out more
Crucial Conversations (2 Day Programme) to equip you with the skills to talk with almost anyone about almost anything. Find out more