Dealing with Difficult People – Training Workshop

At times, we all have to work with people we do not find as easy to work with, as others. This workshop looks at the key behaviours that make people difficult to work with, and a range of solutions that can improve these working relationships. In this programme attendees will analyse their own communication style and how to flex this, to enhance personal interactions. This Workshop will explore key areas such as transactional analysis, motivation, recognising and dealing with workplace conflict, as well as reasons why some people are particularly challenging to work with. By the end of this workshop attendees will develop a range of strategies, to handle a range of difficult and demanding situations more effectively. This is an interactive experiential training programme allowing participants time to analyse the people they work with, as well as their own behaviours and attitudes, that can both help and hinder personal interactions.

Objectives - Dealing with Difficult People

By the end of this training workshop attendees will be able to;

  • Develop the confidence to handle a wide range of difficult and demanding situations more effectively.
  • Recognise the elements that create difficult situations.
  • Analyse their own communication style.
  • Gain confidence in handling conflict and criticism.
  • Deal with difficult people and their behaviour.
  • Recognise the cause of and to challenge difficult behaviour.
  • Define the key bevaviours that both help and hinder interpersonal interactions.
  • Develop a broader range of interpersonal communication techniques to use in a variety of settings.

Course Content

How we communicate

  • How we give information
  • How we receive information
  • Analysing our preferred style
  • Adapting our preferred styles
  • Flexing our style

Skills of an Effective Communicator

  • Emotional intelligence
  • Transactional analysis
  • Giving positive feedback
  • Giving negative feedback

Managing Performance

  • Dealing with poor performance
  • Dealing with challenging people
  • Effective change communication

Course Content

Causes of difficult behaviour

  • Underlying motivation
  • Change and the change curve
  • Core behaviours
  • Cause and consequence

Communicating in Difficult situations

  • Conflict management
  • Conflict escalation.
  • Controlling emotions
  • Fight or Flight

Number of Attendees

We tend to work with a maximum of 12 attendees per Facilitator/Trainer, although this is flexible depending on the workshop. Some workshops with diagnostic tools allow us to have around 16 to 20 attendees.

Course Duration

Most of our workshops such as this one are 1 day courses, although they each vary depending on the degree of customisation. Workshops typically run from 09:15 to 16:45 which will include lunch and breaks.


We deliver our Workshops at your premises in the UK, throughout Europe and around the World in a number of languages as well as English. We just need access to a venue, which includes a projector and flip charts.

Interactive Learning

Our courses are designed to be enjoyable, interactive, experiential and stimulating to maximize on the learning opportunity. This means that everyone has a chance to contribute and get involved throughout.

Workshop Prices

Our prices are based on a day rate per facilitator plus expenses, which ordinarily works out more cost effective than sending your team externally on courses which will also incur individual expenses.


This workshop is designed to cater for anyone who works in a challenging work environment, although we can tailor the content if we are working with a group of people managers or customer facing staff.

For more details on our range of Training Programmes, please contact us on 0203 507 0053 or fill in the form on this page and we will answer any of your questions regarding this course . We work throughout the UK and internationally and our team of trainers are able to talk through your exact training requirements to develop your staff, based on your overall organisational Requirements.