Practical rehearsal of difficult conversations is a standout strength: attendees say the interactive discussions and small-group work help them explore varied situations and apply realistic communication strategies. They value calm, knowledgeable and inclusive trainers who create a safe space, keep sessions well paced and structured, and provide thoughtful materials. The learning builds confidence and offers tools they can use in challenging situations at work.
Generated from recent reviews; may not reflect every review
About this course
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.
What you will learn
By the end of this workshop, you will:
- Have an understanding of why some people are “difficult”
- Be able to identify different types of “difficult” behaviour
- Understand their own communication style and how that might contribute to “difficult” situations
- Identify ways to defuse, deflect or deal with situations where people are being difficult
- Able to state their own position in an assertive, non-confrontational way
- 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
Recent reviews
A very good course - my interest was maintained throughout.
Thank you for the session, the pacing was absolutely perfect
The course is practically interesting