Dealing with Difficult People

1 Day
Leeds 21st May 2024
22nd May 2024
5.5 hours

Course Overview

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

This course qualifies for Continuous Professional Development hours. Learn more about CPD

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

Testimonials

I have really enjoyed today's training. Anna's delivery of the course was wonderful. It was easy to understand and she made the whole experience very worthwhile. Being in a very small group addded to the experience in a positive way.

Lynn Osborne-Moore, Al-Maktoum College of Higher Education

Fascinating and very useful.

Matt Pugh, Hägen Wolf

Enjoyable course, relevant to all situations.

Suzie Cornick, Averys Wine Merchant

Excellent course delivered at a very high standard.

Wesley Price, Itel Electronics Ltd

I have picked up some very useful life skills.

Chisara Eluka, NHS Employers

Really interesting and beneficial - thank you!

Rachel McGuigan, Bradshaws Direct

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

Tomas Bryan, PJ Carey (Contractors) Ltd

Overall very impressed with the delivery of the course.

Chantelle Gumbs, Godrej UK

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

Sarah Baker, Sanctuary Housing Association

Excellent trainer. Professional and personable.

Rossidar Issimdar, Royal Bank of Scotland

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

Brilliant

Victoria Giblin, NHS

Excellent - well organised. Thoroughly enjoyed.

Anne Dancey, NHS

Course was very good.

Deana Woodward, Hillarys

I found today to be a very rewarding training session.

Nick Betts, University College Birmingham

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

Martin Bennett, University College Birmingham

Trainer was excellent.

Debbie Austin, University College Birmingham

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

Rachel Farrell, University College Birmingham
It was great, could not be better
Yasser Alloqmane, Ringley
The content of the day was excellent, everything was covered clearly and thoroughly
Ben Brooks-Wilkin, S & B Herba Foods Ltd
Very good course overall. Trainer got message across very well with good humour and examples
Gavin Ivery, Gillette Uk Ltd
Extremely useful course, very happy the material was adapted to suit delegates needs. Great, beneficial day
Louise Seavons, DLA
Very good course, common sense approach.
Natalie Ives, Savills Insurance Services
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

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
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
21st May 2024
Leeds
£430.00
23rd May 2024
London
£430.00
28th May 2024
Edinburgh
£430.00
Places
29th May 2024
Manchester
£430.00
Places
12th Jun 2024
Leeds
£430.00
Places
25th Jun 2024
London
£430.00
Places
26th Jun 2024
Edinburgh
£430.00
Places
28th Jun 2024
Manchester
£430.00
Places
2nd Jul 2024
Bristol (Clifton)
£430.00
Places
19th Jul 2024
Manchester
£430.00
Places
View 16 more available dates
22nd Jul 2024
Birmingham
£430.00
Places
23rd Jul 2024
Leeds
£430.00
Places
25th Jul 2024
Edinburgh
£430.00
Places
9th Aug 2024
London
£430.00
Places
20th Aug 2024
Edinburgh
£430.00
Places
21st Aug 2024
Leeds
£430.00
Places
30th Aug 2024
Manchester
£430.00
Places
19th Sep 2024
Edinburgh
£430.00
Places
25th Sep 2024
Leeds
£430.00
Places
9th Oct 2024
Nottingham
£430.00
Places
24th Oct 2024
Leeds
£430.00
Places
29th Oct 2024
London
£430.00
Places
20th Nov 2024
Leeds
£430.00
Places
21st Nov 2024
Edinburgh
£430.00
Places
21st Nov 2024
Leeds
£430.00
Places
28th Nov 2024
Manchester
£430.00
Places
...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
6-10 delegates £1,500.00
Each additional £100.00
1-2-1 Executive Coaching
½ day on-site£750.00
1 day on-site£1,250.00
U-Choose Training
Per delegate£430.00
Please choose a training location
Duration
Places
Book your place on one of our online courses...
22nd May 2024
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
Places
4th Jun 2024
Full Day
£280.00
Places
26th Jun 2024
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
Places
4th Jul 2024
Full Day
£280.00
Places
24th Jul 2024
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
Places
5th Aug 2024
Full Day
£280.00
Places
4th Sep 2024
Full Day
£280.00
Places
7th Oct 2024
Full Day
£280.00
Places
4th Nov 2024
Full Day
£280.00
Places
9th Dec 2024
Full Day
£280.00
Places
...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£280.00
Places
Duration