Dealing with difficult people and situations

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Course description

Dealing with difficult people and situations:

The purpose of this cost effective, enjoyable, interactive workshop is to enable delegates to become more assertive in the workplace. The tools and techniques covered will enable delegates to deal with situations in a confident and diplomatic way and will improve their communication skills

The day will be a mixture of theory, discussion and practical exercises. Content can be adjusted to suit your organisation, just ask!

We offer a great guarantee. You'll be happy or we won't invoice you.

Example Agenda

  • Understanding behavioural types - so that you can deal with them
  • The seven rights of the assertive person - a look at reasonable behaviour
  • Five step approach to basic assertiveness - a really useful behavioural model for dealing with conflict in a calm, structured way
  • Behaviour inventory - chance to look at different responses to a range of situations and examine the most effective ones
  • Broken record technique - another great technique for developing calm persistence and persuasive skills
  • Fogging technique - a chance to develop the skills of listening and calming situations down
  • Handling complaints - a very useful technique for dealing with the emotional side of complaints
  • Constructive criticism - an examination of best practice for making criticism constructive and helpful

The price of this course includes:

  • Planning
  • Preparation
  • Design
  • Delivery
  • Feedback
  • Phone support
  • Training packs
  • Free customer care business guide by request

The cost of the venue is not included. We will, of course, run the course at a time and venue to suit you and your business.

The purpose of this enjoyable, interactive workshop is to enable delegates to become more assertive in the workplace. If you're not completely satisfied, you won't be invoiced.

Additional entry requirements

There are no entry requirements for this course.

Training for employers

This course has been specifically designed for companies training their employees.

Course reference: 56326090 (use this when contacting provider)

Course info


Can be taught anywhere in Aberdeen, Altrincham, Bakewell, Bangor, Barnsley + 89 more


During the day or In the evening


By arrangement


Customised to suit your needs


Certificate of Attendance

From: £500

Summary of all course reviews for Training Works (You'll be happy or we won't invoice you)

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