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Handling Difficult People and Situations

If you are looking to develop a more confident approach when dealing with difficult situations, this course will give you the tools and techniques you need.

Learning Objectives

By the end of this course you will be able to:

  • Understand the theory behind workplace behaviour.
  • Forge positive working relationships with difficult or uncooperative individuals.
  • Approach conflict situations with increased confidence in an appropriate and timely manner.
  • Adopt a confident, professional and appropriate style when faced with difficult people or situations.
  • Plan your personal strategy for dealing with difficult situation


To gain the maximum benefit from the course, you will be sent a pre-course questionnaire to complete which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.

Course Content

Training Course Overview

This course provides you with a practical guide on how to handle difficult people and situations.

You will learn how to understand other people’s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with a set of handy reference cards to remind you of key skills and techniques learned during the course in your day to day activities.

Training Course Outline

Developing an Understanding of Behaviour

  • Understand why people behave the way they do
  • Emotional impact of behaviours – yours and theirs
  • Encouraging others to change non-productive work behaviour styles

Forging Positive Working Relationships

  • Adopting a positive approach to your relationships with others
  • Creating an open and honest working environment through constructive feedback

Approaching Conflict Situations

  • Recognise negative and aggressive behaviour patterns
  • Understand and manage the situation rather than the person
  • Identifying and dealing with the underlying causes of difficult behaviour

Adopting a Confident, Professional and Appropriate Style

  • Managing feedback on the impact of personal communication
  • Recommendations to build a confident and professional approach
  • A tool kit to be combined and adapted to suit your individual situation

Planning Your Personal Strategy

  • Develop a Personal Application Plan
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APMP Certificate
ITIL Foundation
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