Chat Support Software

For management training, sales training and customer care training 01509889632 or request call back

Dealing with Difficult People

Home » Training Courses » Customer Care Training » Dealing with Difficult People

  • Dealing with Difficult People - Overview

    Call 01509889632

    This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

    This Dealing with Difficult People course is available throughout the UK.

    CPD Value 5.5 Hours

    Course Locations

    Dealing with Difficult People London
    Dealing with Difficult People Manchester
    Dealing with Difficult People Nottingham
    Dealing with Difficult People Birmingham
    Dealing with Difficult People Bristol
    Dealing with Difficult People Edinburgh
    Dealing with Difficult People Leeds

    What is CPD?

    Submit a Review
  • Dealing with Difficult People - Timetable

    09:30 - 10:00 Coffee – Course and Personal Objectives

    10:00 - 10:30 A Difficult Exercise

    10:30 - 11:00 Who’s Being Difficult and Why?

    11:00 - 11:15 Coffee

    11:15 - 11:45 People Skills – KASH or CARD?

    11:45 - 13:00 Social Styles and Behaviour

    13:00 - 13:45 Lunch

    13:45 - 15:15 Communication - Negative Words/Danger Phrases
    - Winning Words/Power Phrases
    - Assertive Communication

    15:15 - 15:30 Coffee

    15:30 - 16:00 Why Does a Customer Complain?
    Dealing with Complaints

    16:00 - 16:15 Structure for a Difficult Conversation

    16:15 - 16:30 What Next? - Summary & Action Plans Agreed

  • Dealing with Difficult People - Testimonials

    Very good course overall. Trainer got message across very well with good humour and examples

    - Gavin Ivery, Gillette Uk Ltd

    The content of the day was excellent, everything was covered clearly and thoroughly

    - Ben Brooks-Wilkin, S & B Herba Foods Ltd

    It was great, could not be better

    - Yasser Alloqmane, Ringley

    Initially I thought the trainer was a bit overly erring towards touchy, feely stuff BUT realised it was actually very beneficial and useful. A lot of class participation - Great!

    - Lynne Madgwick, National Air Traffic Services

    Very good course, common sense approach.

    - Natalie Ives, Savills Insurance Services

    Extremely useful course, very happy the material was adapted to suit delegates needs. Great, beneficial day

    - Louise Seavons, DLA

    Best course attended yet, trainer kept it interesting and fun throughout.

    - Rachel Farrell, University College Birmingham

    Trainer was excellent.

    - Debbie Austin, University College Birmingham

    Very well presented, engaging & informative. Thank-you.

    - Martin Bennett, University College Birmingham

    I found today to be a very rewarding training session.

    - Nick Betts, University College Birmingham

    Course was very good.

    - Deana Woodward, Hillarys

    Excellent - well organised. Thoroughly enjoyed.

    - Anne Dancey, NHS

    Brilliant

    - Victoria Giblin, NHS

    Enjoyable day. Interesting insight into behavioural styles. A good session with some effective styles to change the way we use words and how I deal with people with different styles.

    - Louise Walker, Burton Hospital NHS Trust

    Excellent trainer. Professional and personable.

    - Rossidar Issimdar, Royal Bank of Scotland

    Brilliant course, tailored to individual needs!! Thank-you.

    - Sarah Baker, Sanctuary Housing Association

    Overall very impressed with the delivery of the course.

    - Chantelle Gumbs, Godrej UK

    Valeria was an excellent trainer. Really enjoyed the course that was delivered.

    - Tomas Bryan, PJ Carey (Contractors) Ltd

    Really interesting and beneficial - thank you!

    - Rachel McGuigan, Bradshaws Direct

    I have picked up some very useful life skills.

    - Chisara Eluka, NHS Employers

    Excellent course delivered at a very high standard.

    - Wesley Price, Itel Electronics Ltd

  • Dealing with Difficult People - Benefits

    • Recognise classic profiles of difficult people and strategies for handling them
    • Pre-empt challenging situations and avoid escalating them further
    • Recognise personality types with which you may clash
    • Handle aggressive behaviour
    • Calm angry, upset and unresponsive individuals

Bristol (Clifton)

Loading map...

Address

Bristol (Clifton)
EEF Venues
Engineers House, Clifton Down Road, Clifton

Bristol
BS1 4BQ

Directions

Our Bristol training venue

Directions

By Road: Engineers House is easily accessible from the M4 and M5 within a 10 minute drive. FREE parking is available on site as well as a regular complementary shuttle service operating to and from West End Car Park in the city centre.

Travelling by rail Bristol Temple Meads mainline station is a short distance from Engineers House. Taxis are readily available from outside the station, and we have a shuttle service running throughout the day (as mentioned above).

Local Bus services Plan your journey at https://travelwest.info/bus/timetables-and-journey-planning

Travelling by air Engineers House is a 20 minute drive from Bristol City Airport.

Birmingham (Temple Street)

Loading map...

Address

Birmingham (Temple Street)
&Meetings
Somerset House
37 Temple Street
West Midlands
B2 5DP

Directions

Our Birmingham (Temple Street) training venue

Directions

The closest train station is Birmingham New Street. When you exit the station, walk North East on Navigation Street towards Stephenson Street, then take a slight right on to Stephenson Street. Turn left on Lower Temple Street, continue on to Temple Street and Somerset House will be on your right.

London

Loading map...

Address

London
&Meetings
150 Minories
Aldgate
City of London
EC3N 1LS

Directions

PTP's Minories venue is in the heart of the City of London. The venue has great transport links with several tube stations within a 5 minute walk. It has free wi-fi and unlimited refreshments throughout the day. The lunch buffet which is included in all full day PTP courses is excellent.

Directions

The best way to get to the venue is to use public transport. The closest Tube station is Aldgate, which is on the Circle line and Metropolitan line. When you come out of the station, cross the road and walk to the right. Take your first left which brings you on to the Minories and our venue is less than a minute away. There are numerous buses that pass within a very short walk. 

If you do get lost, please call our venue on 08000 730499 and they will guide you in.

Manchester

Loading map...

Address

Manchester
Cheadle House
Cheadle Royal Business Park
Cheadle
Greater Manchester
SK8 3FS

Directions

Our Manchester training venue

Our Manchester training venue

PTP's courses take place in the De Vere Hotel in Cheadle just a few miles from Manchester city centre and within a mile of Manchester airport.

PTP's Manchester venue has plenty of on-site free car parking. It has free wi-fi and unlimited refreshments throughout the day. The lunch buffet which is included in all full day PTP courses is excellent.

Directions

By Road:

From the M60

Exit at Junction 3 and take the A34 (dual carriageway) signed to Cheadle and Cheadle Royal. 

Continue through the first set of traffic lights, then take the first exit from the A34 signed to Cheadle Royal. At the roundabout take the 4th exit onto Cheadle Royal Business Park. Continue along this road where you will pass David Lloyd Leisure on the left. Cheadle House is located on the right hand side. Park inside the barrier car park. 

From the M56

Exit at Junction 5 signposted to the Airport. Take the left hand lane following signs for Terminal 2.

At roundabout go straight on, signposted A5166, Wimslow. At next junction follow signs for All Traffic. At round-a-bout follow sign for A5166 Cheadle. 

At the first set of traffic lights (facing Manchester International Office Centre) turn left towards Heald Green. At the next set of traffic lights, turn right towards Heald Green and Cheadle, passing Heald Green railway station (Finney Lane). 

Continue for 1.5 miles until the next set of traffic lights and turn left. Go straight over the first roundabout and left at the second, into Cheadle Royal Business Park. Follow the main road, go straight over the next mini roundabout and Cheadle House in on the right. 

Park inside the barrier car park. 

From the M6 northbound

Exit at Junction 19. Take the A556 through Mere Turn right onto the M56. Follow the instructions above.

By Rail 15 minutes drive to either Stockport or Wilmslow stations. (Both InterCity lines) 

If you require a taxi please contact our reception team: 0844 980 2303

Edinburgh

Loading map...

Address

Edinburgh
Edinburgh Training and Conference Venue
16 St. Mary's Street

Midlothian
EH1 1SU

Directions

Our Edinburgh training venue

Our Edinburgh training venue

PTP's courses take place at the Edinburgh Training Centre in the heart of Edinburgh.

PTP's Edinburgh venue is conveniently located just off the Royal Mile, only a few minutes away from Edinburgh Waverley train. It has free wi-fi and unlimited refreshments throughout the day. The lunch buffet which is included in all full day PTP courses is excellent.

Directions

By Rail:

Waverley Station.
Leave the station by the steps to Market Street.
Cross Market Street along from the City Art Centre and turn left, going under the large decorated bridge.
Bear right into Jeffrey Street past Jury's Hotel to the junction (traffic lights) with the High Street.
Cross the High Street into St Mary's Street (continuation of Jeffrey Street) and the training centre is down the hill on the left (situated between Slanji and the Russian Shop).

By Air

Edinburgh Airport.
Taxis available from outside the terminal. The trip to the training centre takes around 25 minutes and costs around �16.
Parking.

By car

There are three multi-storey car parks a few minutes walk from Edinburgh Training and Conference Venue with a 10% discounted rate at the St John's Hill NCP car park.
Arriving by car from the West:
From the M8, approaching the Hermiston Gait junction take the city bypass north to the major 'Gogar' roundabout then follow the signs for the city centre
From the M9 follow signs for Edinburgh city centre, through the underpass to the Maybury junction. Continue past PC World (right) and the Zoo (left) - remember to stay off the bus lanes! Shortly after passing Haymarket Station on your right, go straight ahead at the next junctions, soon passing a church (tall steeple) on the left and lots of shops both sides (Habitat on left). Turn right at next junction (Frasers store on left, Caledonian Hotel on right) into Lothian Road.
Turn left at the third set of light into Bread Street, then go ahead down West Port through the Grassmarket. Continue straight ahead along Cowgate to the the lights at the junction of Pleasance / St Mary's St (Travelodge hotel on the left). Go straight ahead into Holyrood Road and park on the right in the 'NCP' multi-storey car park in St John's Hill. Edinburgh Training and Conference Venue is half way up St Mary's Street on the right.

Arriving by car from the North:
Follow signs for the city centre from A90/Forth Road Bridge via Cramond and Barnton, approaching the city via Blackhall (bear right at the junction at the Kwik-Fit garage).
At the roundabout take the 1st exit onto Queensferry Road (A90).
Then turn left (one-way) onto Randolph Crescent then immediately turn left onto Great Stuart Street.
Turn right onto Ainslie Place and immediately turn right onto St Colme Street.
At the traffic signals continue forward (signposted Berwick upon Tweed A1). Continue forward onto York Place.
At the Picardy Place roundabout take the 2nd exit onto Leith Street (A900) signposted Galashiels A7, Jedburgh A68.
At East End turn right then immediately left onto North Bridge-A7.
At the traffic signals turn left onto the High Street. At the next traffic signals turn right onto St Mary's Street.
ETCV is a third of the way down on the right.

Arriving by car from the South:
From the A1, or South East, take the City Bypass, and exit the city centre at the Dalkeith junction.(From A68, after Dalkeith go across the bypass, not onto it).
Coming in on the Old Dalkeith Road, you will approach a roundabout at the Cameron Toll shopping centre (railway bridge over).
Take the third exit (under the bridge), effectively going straight ahead, into St. Leonards.
Stay on this road past the Commonwealth Pool and Scottish Widows former HQ (brown building) on your right until on the Pleasance you meet the four-way junction (lights) of Pleasance, St Mary's St (ahead), Cowgate (left) and Holyrood Road (right). Turn right into Holyrood Road and the Scot Park car park is just down the road on the right.
The Edinburgh Training and Conference Venue is half way up St Mary's Street on the right.

Disabled Access

Disabled access is available throughout the Edinburgh Training and Conference Venue. For specific queries please call us on 0131 538 8333

Nottingham

Loading map...

Address

Nottingham
Village Hotel Club Nottingham
Brailsford Way, Chilwell

Nottinghamshire
NG9 6DL

Directions

Our Nottinghamtraining venue

Directions

Village Hotel Club Nottingham situated 5 minutes drive from Junction 25 of the M1, 13 Minutes drive from Nottingham City Centre.
It has a large free car park, WIFI throughout all areas and unlimited hot and cold refreshments served in the Hub Cafe along with a hot restaurant lunch.

Directions

By Road:
From Junction 25 of the M1 via Brian Clough Way
Take the A52 to Toton, continue on the B6003 take Swiney way to Brailsford way.
From Nottingham City
Head South on Carrington Street towards Queensbridge Road
Take A453 onto Queens Road
Take A6005 to Barton Lane for 6.7miles and then onto Brailsford Way

Directions

By Train:
Take East Midlands train from Nottingham Main Station to Attenborough Train Station Beeston. 11mins

Please call 0115 993 2350 if you have any queries regarding the location of the venue.

London

Loading map...

Address

London
&Meetings
150 Minories
Aldgate
City of London
EC3N 1LS

Directions

PTP's Minories venue is in the heart of the City of London. The venue has great transport links with several tube stations within a 5 minute walk. It has free wi-fi and unlimited refreshments throughout the day. The lunch buffet which is included in all full day PTP courses is excellent.

Directions

The best way to get to the venue is to use public transport. The closest Tube station is Aldgate, which is on the Circle line and Metropolitan line. When you come out of the station, cross the road and walk to the right. Take your first left which brings you on to the Minories and our venue is less than a minute away. There are numerous buses that pass within a very short walk. 

If you do get lost, please call our venue on 08000 730499 and they will guide you in.

Leeds (Tingley)

Loading map...

Address

Leeds (Tingley)
Village Hotels
Capitol Boulevard
Tingley
West Yorkshire
LS27 0TS

Directions

Our Leeds (Tingley) training venue

Location

Situated at Junction 28 of M62 | 3 miles to M1 Junction 41 | 3 miles to Elland Road (Leeds United)
4 miles to John Charles Centre for Sport | 6 miles to Leeds City Centre | 7 miles to M621
11 miles to M62 | 6 miles to Leeds Central Train Station | 7 miles to the NEW Leeds Arena

Free parking on site

Starbucks Coffee Shop

Village Gym with studios, steam room & sauna

25m swimming pool

Overnight accommodation can be booked directly with Village Hotels by calling their central reservations team on 01925 377532 (quote ref. 515529).

Booking your course

4 ways to take your courses

To book simply click the tick Book icon below next to your preferred date and choose how many delegates and then checkout using the shopping cart located in the top right hand corner of the page. Click the Location to view details on the location. Alternatively, add this course to your wish list

Dealing with Difficult People upcoming dates:

09/07/2019
£410.00
29/07/2019
£410.00
16/08/2019
£410.00
06/09/2019
£410.00
26/09/2019
£410.00
16/10/2019
£410.00
05/11/2019
£410.00
27/11/2019
£410.00

Other training options:

Inhouse training
Up to 5 delegates:
£1050.00
Up to 10 delegates:
£1400.00
Additional over 10 per delegate:
£100.00
1-2-1 training £600.00 per session
U-Choose from £410.00 per delegate
(a minimum of 2 places to be booked)

Alternatively contact us to discuss your training needs

Call 01509 889632

Email us at info@ptp.co.uk

In-House Training with PTP

PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.

What you get for your money

What is 1-to-1 training?

1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site one to one training session at your premises with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the on-site visit.

Who does 1-to-1 training suit?

Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?

A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site training at your premises and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

What is U-Choose?

Choose from any of the 150 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.

How much does U-Choose Training cost?

U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.