DEALING WITH DIFFICULT PEOPLE
Our dealing with difficult people range of courses - including our best-selling workshop of the same name - has been put together to help you manage conflict in the workplace, transform dysfunctional teams, be more assertive and cope with bullying and harassment in a practical, engaging and interactive way. Learning tools include case study, group discussion and debate in a safe and confidential environment.
Many of these courses are run publicly (that is, open to all comers) at venues across the UK. Others are offered on demand and we ask you to add your name to a waiting list. All are available for in-house delivery which is cost effective if you've got more than a few people who need training with the added advantage that course content can be tailored to your specific organisational needs. Plus, of course, we come to you which saves travelling time and expenses.
Read our newly-launched difficult people blog for insight and offers on workplace conflict.
COURSE LIST
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Click on the magnifying glass to see a short overview of each course or on the name to read the full description.
DEALING WITH DIFFICULT PEOPLE
Awkward customers. Prickly colleagues. Meddlesome managers. Difficult behaviour can manifest itself in many ways in the workplace. But whoever it comes from, one thing’s for certain: the stress it causes can really hurt - even to the extent of illness and absenteeism. It also takes its toll on productivity and can be extremely time consuming. So, in this virtual training course you’ll learn how to deal rationally with difficult people whose behaviour can become demanding and aggressive. Find out how to say no and mean no. Discover how to be more assertive. Develop skills to cope by not taking things personally. And recognise the key stages in conflict escalation.
We have developed this four-hour virtual training course, with a break in between, for a maximum of 10 delegates. You can either book to join one of our 'open' courses, where individuals, from different organisations can attend, or you can book an 'in-house' course for your own organisational group.
Click here for the full programme, dates and venues (for face-to-face sessions).
MANAGING DIFFICULT TEAMS
This practical and effective one-day course is aimed at those who are managing awkward or dysfunctional teams [and unfortunately, it only takes one disruptive or difficult person to create dysfunction in a team]. It can simply take one difficult team member, or someone who displays challenging behaviour, for a team to stop performing and lead to low productivity. If you are managing a difficult team, which will ultimately reflect badly on you, then this course is an ideal way in which to learn how to turn things around.
Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about managing difficult teams.
Click here for the full programme, dates and venues (for face-to-face sessions).
MEDIATION & NEGOTIATION TECHNIQUES
This practical one-day course is designed to help delegates to understand the principles of mediation and negotiation, the differences between being a mediator and a negotiator and the benefits of a mediation approach in the workplace. Disputes happen, people often aren’t good at negotiation, or are so determined to get their own way, at the expense of others. Most of the time people sort things out by talking, active listening, compromising and collaborating. But, when that doesn’t work, we get stuck in a dispute, which can, often quickly turn disruptive, not only to those involved, but the wider team. Any unhealthy conflict is stressful, costly and distracting.
This course is aimed at anyone who wants to become a more effective negotiator, or who has the responsibility for mediating between two parties in dispute, as well as at those organisations who want a valuable resource of trained staff who can be offered as mediators, saving on the cost of employing outside agencies. It will provide an opportunity to practice key skills of effective mediation and negotiation, in a safe and engaging environment. Delegates will develop confidence in managing everyday workplace conflicts and be able to reduce grievances and disputes.
Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about mediation and negotiation.
Click here for the full programme, dates and venues (for face-to-face sessions).
ASSERTIVENESS TECHNIQUES
This virtual training course is aimed at those who, more often than not, find themselves ‘saying yes’ when they really should say ‘no’? But, they do so, because they don’t want to offend others – at the expense of their own needs! And, to those who listen with respect and dignity to others, but, who don’t receive the same courtesy in return. It’s also aimed at delegates who feel uncomfortable giving constructive criticism to people who are being unreasonable, disrespectful, unhelpful or unfair [to name just a few dominant behaviours] and who also find themselves apologising when no apology is warranted? In short, this course is aimed at helping delegates become more assertive, to manage expectations and to feel comfortable giving feedback and constructive criticism to others, without fear of the consequences.
We have developed this four-hour virtual training course, with a break in between, for a maximum of 10 delegates. You can either book to join one of our 'open' courses, where individuals, from different organisations can attend, or you can book an 'in-house' course for your own organisational group.
Click here for the full programme, dates and venues (for face-to-face sessions).
COMPLAINT HANDLING TECHNIQUES
The customer/client is always right! Even when they’re wrong! Or so the saying goes. Right or wrong? Handling complaints well can be a real challenge for both individual complaint handlers and the organisations being complained about. So this course has been designed and developed to help whether your role is tactical (getting your ear bent by angry callers day in day out) or strategic (putting in place the systems to deal with the complaints, learn from them and change where and when appropriate).
Click here for the full programme, dates and venues (for face-to-face sessions).
RESOLVING CONFLICT
Whilst some workplace conflict can be positive, if left unchecked, unhealthy conflict can be extremely damaging, resulting in uncomfortable relationships, mistrust between colleagues, a lack of accountability, less creativity, lower productivity, stress and sickness, a loss of commitment and wasted resources. By taking a number of conflict management tools, techniques and theories and putting them into practice, this hands-on and effective training course aims to turn conflict into a productive force.
Read our newly-launched difficult people blog for insight and offers on workplace conflict including articles about resolving that conflict.
Click here for the full programme, dates and venues (for face-to-face sessions).
DEALING WITH BULLYING & HARASSMENT
Bullying and harassment is most common in organisations with poor workplace cultures. Bullying and harassment at work takes many forms. It may be covert and insidious or a one-off, blatant instance of bullying behaviour. This behaviour can result in low levels of job satisfaction, a low opinion of management, physical and mental problems for the individual and increased absences, turnover and resignations, as well as poor morale and performance, leading to loss of productivity and a culture of fear and blame, for the organisation.
If you have experienced bullying or harassment, or if you are responsible for line managing anyone who has had this experience, where their health, safety and well-being is one of your key responsibilities, then this course is a must.
Read our newly-launched difficult people blog for insight and offers on workplace conflict.
Click here for the full programme, dates and venues (for face-to-face sessions).
DEALING WITH DIFFICULT CALLERS
In this one-day course delegates will learn the key skills to maintain calmness and be in control and to de-escalate the behaviour of angry callers. They also learn coping strategies to use during and after an aggressive phone call. By the end of the day, delegates will be equipped with a range of tools to deal with difficult people and challenging behaviour. And we help them deal with the impact it can have on them personally and professionally so they can avoid the attendant stress and potential burnout.
Click here for the full programme, dates and venues (for face-to-face sessions).
Can't see the course you're looking for here?
Some courses are fiendishly difficult to categorise so if you can’t find what you’re looking for under this heading maybe it’s listed elsewhere. You can check on the complete range on our A-Z course finder page.