Every workplace has difficult coworkers, bosses, customers or clients. For most people, holding a difficult conversation about a sensitive topic is challenging. Dealing with difficult people and situations is a skill worth perfecting for your business and private life.
4.55 (1825 reviews) $660
Classroom: 1 day
Live Online: 2 x 3 hr sessions
4.55 (1825 reviews)
$660
Dealing with Difficult Behaviour provides specific strategies and actions you can take to understand difficult people, recognise why they act the way they do, and influence them to change their behavior toward the positive. When you increase your ability to deal with the people at work this will also have a positive impact on the environment and morale. You also make your workplace a better environment for all employees when you address the problems that a difficult coworker is causing for the team.
Course Overview
Difficult behaviour in the workplace is a normal and natural occurrence. In this course you will learn about different different behavioural styles and what you can do to build a positive atmosphere with open and honest communication. You will gain the satisfaction of turning a negative situation into a positive one; you will learn some important things about human nature; and become a better communicator.
Duration:
1 Day
Audience:
Service staff, salespeople, supervisors.
Prerequisites:
There are no particular requirements for this course.
Course Content
What you will learn
- Understanding what makes people difficult
- Identify ways in which they are effective and ineffective in difficult interactions
- Build rapport
- Diffuse strong emotion in interpersonal situations
- Use appropriate assertiveness in conflict situations
- Design and implement some strategies for managing breakdowns more effectively
- Manage personal stress to maximise work enjoyment
About Difficult Personalities
- What is a difficult person
- What makes people difficult
- Degrees of difficulties
- Difficult or upset
Relationships
- Understanding the nature of conflict
- Getting to know your "type" and others
- Difficult working relationships
- Respect for your fellow workers
- Problem solving techniques
- Winding up technique
Difficult People
- Why is it important to handle difficult situations
- A learning opportunity
- Assess yourself
- Additional pointers
- Calming people over the phone
Why do People get Upset
- Why do people get upset
- Avoidable upsets
- Resolving the problem
What can you do?
- What can you do
- Personal presentation
- First impressions
- Nonverbal communication
- Self assessment
- Words that make a difference
- Watch your words (exercise)
How do you calm upset person
- Calming upset people
- What does an upset person want
- Listening habits
Delivery Options
Delivery
Public Courses
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment setup specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures. No videos to follow - real time hands-on practice with your instructor guiding you every step.
Instructor:
- provides real-time live hands-on instruction and demonstration,
- provides step-by-step practical activities for participants,
- can assist participants on their screen, if necessary,
- can share participant screens to enhance discussion.
Participants:
- receive hands-on instruction, step-by-step exercises and skill-builder activities,
- see the instructor screen while working on their own environment,
- can interact with the instructor and the group of participants,
- can ask questions at any time,
- join the course from any location with internet using a Course Invitation.
- no need for any software, just a computer with internet and a browser.
- no downloads on installs necessary on the participant computer.
Inclusions:
- E-Book Training Manual/activity booklet will be provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times:
- Full Day Course: 9:00 am-4:30 pm
- Half Day Course: 9:00 am-12:30 pm or 1:30 pm-5:00 pm
Private Courses
Private sessions can be arranged through our Live Online platform for group training. Group training content and duration can also be tailored to your needs. To discuss your training requirements, contact our Course Scheduling team.
Classroom
Classroom sessions are delivered at a nominated location (Private courses only).
Requirements:
If training is being delivered on your site:
- A computer is required for each participant, configured with appropriate software (if necessary).
- If participants are using laptops, ensure power cords are provided for use during the session.
- The instructor will bring their own laptop - please provide power
- Screen/Projector for trainer to connect their laptop to. Please indicate the connection method - hdmi or wifi.
Inclusions:
- Training Manual/activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content.
Available Dealing with Difficult Behaviour courses
| Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|
| Dealing with Difficult Behaviour | 12-03-2026 | Live Online | $660.00 | |
| Dealing with Difficult Behaviour | 21-04-2026 | Live Online | $660.00 | |
| Dealing with Difficult Behaviour | 11-06-2026 | Live Online | $660.00 |
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