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Dealing with Difficult People and Situations

1 Day


At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction. This workshop presents useful techniques to be used in a variety of difficult situations.

Business Benefits

  • Improved customer interface
  • Avoidance of escalation of issues amongst staff groups and client base
  • Increase confidence in front line staff
  • Decreased stress in the workplace

Programme Objectives

  • Define acceptable and unacceptable levels of behavior
  • Awareness of verbal and non-verbal indicators of aggression
  • Understanding differences due to culture, gender, ethnic background
  • Develop an assertive framework for dealing with aggression
  • Be confident to use de-fusion skills and techniques

Programme Content

  • Defining Aggression and understanding causes of aggression
  • Acceptable and unacceptable levels of behaviour
  • Understanding our own behaviour and its effect on others
  • Verbal and non-verbal indicators of aggression
  • Ethnic, cultural and gender differences
  • Developing an assertive communication style
  • Defusion techniques
  • Resilience and self-control strategies
  • Individual Action Planning and Processing