Course Overview
Businesses lose billions of pounds each year as a result of people’s responses to difficult situations. Not only does it have a negative effect on revenue, but also on employee morale and productivity. Therefore, it is crucial that organisations invest in solutions that develop the skills in their workforce to deal with difficult people and handle challenging situations.
Our Dealing with Difficult People Situations course is packed full of strategies to improve interpersonal communication. It develops the ability in participants to quickly assess the root of why the difficult situation has occurred and determine why the person feels as though their basic needs have been unfulfilled. Participants on this course will then learn powerful techniques to deescalate the situation in order to achieve a positive outcome for all parties involved.
Please note, this course can be delivered as virtual instructor led training (VILT), face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.
Typical learning outcomes
- Understand how human needs may influence behaviour
- Recognise characteristics of difficult people
- Use communication skills to resolve conflict
- Adopt strategies to guide conversations to keep them relevant
- Demonstrate empathy to defuse conflict
- Assert themselves appropriately
- Confront unacceptable behaviours
- Reduce issues from escalating
Course format options
Other Management & Leadership Courses
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