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.

This workshop is currently only available online, delivered as an interactive webinar via Zoom. See below for the full outline and upcoming dates.

Course Overview

  • Standard Price

    £300*
  • Public Sector Price

    £195*
  • Charity < 15 Staff

    £110*
  • Charity 16-30 Staff

    £150*
  • Charity 31+ Staff

    £195*
  • *per person, excluding VAT
  • Duration

    1 day
  • Class size

    12 approx.

Course overview

Currently all of our classroom sessions have been suspended until we receive further government guidance. We have converted this classroom workshop into an interactive webinar delivered via Zoom.

We have had to adjust the course content slightly so it can be delivered online — please see below for the updated outline.

 

This full day remote course will be delivered via a combination of face-to-face live-online Zoom sessions and self-guided study. The self-guided elements will focus on explaining the concepts and tools and allow for self-reflection. The Zoom sessions will focus on group interaction, discussion, exercises, and opportunities to practice the skills.

Please do not plan any other remote meetings on this day. It can be intense being online and we’d love you to be fresh throughout the learning.

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.

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

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.

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
4 out of 5 stars

Good

Ian Baker1 day ago

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.

Find out more and enquire now

What are Happy's online events like?

In this short video, take a look at some of the ways that we create interactive, engaging experiences online using Zoom.

Book now

See our available course dates, or contact us for bespoke options.

Dealing With Difficult People
There are currently no upcoming course dates available. Please contact our team on 020 7375 7300 or email hello@happy.co.uk to enquire and find out availability for private groups.

Please note that your booking is not secured until you checkout. All prices listed in the shopping cart are excluding VAT.

If you are booking at a discounted rate (for example, if you are from a charity), you will see this on the final stage of the shopping cart after you have set up your account or logged in. Discount codes can also be added on this final page.

Check out now

Contact us now!

020 7375 7300

Why choose Happy?

  • Award-winning learner-focused approach
  • Small class sizes to give personal one-to-one support
  • Two years of free support after your course
  • Private group options available
  • No quibble money-back guarantee on all courses

The Small Print

All learners will need to install Zoom on their machines. Full technical requirements are on the Zoom website. Your link will be included in your joining instructions once you have booked your place — if you haven't received this email then please contact our team.

In ordinary circumstances, 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.

Coronavirus Update

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 further notice.

We have developed a fantastic range of interactive webinars delivered by our experienced facilitators, Live Online Learning. 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 hello@happy.co.uk.

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:

How to Have Conversations that Matter for Leaders & Managers to enable managers, supervisors and team leaders to get the most out of emotionally charged and challenging conversations in the workplace. Find out more

How to Have Conversations that Matter (2 Day Programme) to equip you with the skills to talk with almost anyone about almost anything. Find out more