Dealing with Difficult People

Who should attend

Anyone who wants to gain some insight into why people behave in challenging ways and learn strategies for dealing with difficult behaviour in a professional and confident manner.

Course Overview

Awkward customers. Pushy colleagues. Meddlesome managers. Difficult behaviour can manifest itself in many ways in the workplace. The stress it causes can be harmful to the extent of illness and takes its toll on productivity.

Participants will learn how to adopt a position of power to be more assertive in these difficult situations and get the desired outcomes without getting drawn into emotional exchanges.

This course covers strategies and techniques to manage difficult people and behaviour, producing positive outcomes and individuals will learn about a range of communication techniques from tone to body language as well as our wording.

Individuals will be shown:

  • possible causes and effects of difficult behaviour
  • how to assess their own abilities and effectiveness at dealing with difficult people
  • awareness of own triggers and responses
  • options for dealing with conflict along with pros and cons
  • issues from the other person’s perspectiveI
  • essential steps when faced with having difficult conversations

By the end of the course, participants will have a new perspective to look at their situations from different points of view to approach difficult people more confidently and effectively.

Other Courses



Call James now on 0131 625 7151 to get a full detailed course description and next available dates.

Course Location

This course will be run at the Edinburgh Training and Conference Venue, which is situated in the centre of Edinburgh, just 5 minutes walk from Waverley Station and close to major bus routes, including the airport bus. Discounted parking is available at the St John’s Hill NCP Car Park. Our training rooms are light and spacious, all are air conditioned with natural daylight.

Complimentary breakfast and lunch will provided, as well as tea and coffee throughout the day. If you’ve got any special dietary requirements just let us know, ideally in advance, and we will be pleased to cater for them. Our team will be there on the day to make sure everything goes smoothly. If there’s anything you need please ask, because “If we Can we Will”.

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