Dealing with Difficult People

1 Day
Bristol (Clifton) 6th Jul 2021
8th Jul 2021
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 is worth 5.5 Continuous Professional Development hours.Learn more about CPD


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


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


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


  • 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
Live Virtual Training
In-Person Training
Book your place on one of our online courses...
8th Jul 2021
Full Day
8th Sep 2021
Full Day
11th Oct 2021
Full Day
8th Nov 2021
Full Day
13th Dec 2021
Full Day
...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 Training
Per session£550.00
U-Choose Virtual Training
Per delegate£280.00
Book your place on one of our scheduled courses...
6th Jul 2021
Bristol (Clifton)
26th Jul 2021
13th Aug 2021
3rd Sep 2021
23rd Sep 2021
13th Oct 2021
2nd Nov 2021
24th Nov 2021
...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 Training
Per session£600.00
U-Choose Training
Per delegate£430.00
Please choose a training location