A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
This practical dealing with difficult people training course will equip you with tools to deal confidently with difficult, aggressive, or draining people—whether they’re customers, colleagues, or community members. You’ll learn how to stay composed, defuse tension, and set clear behavioural boundaries.
Difficult people have a knack of getting under your skin. In a confrontation they seem to get more enthused if they can increase the intensity. Difficult people appear in many roles — colleagues, customers, or managers – and they often impact workplace harmony and performance. And many of them just want to be plain ole difficult. So you need to build your barriers so they don’t get under your skin
A very very popular approach. Without naming the names of the difficult people, we can tailor the workshop to cover the behaviours of thesis difficult people. Some government departments have excellent processes in place for dealing with difficult people. Sometimes private companies can be a bit lax particularly if the difficult people are big customers and/or managers. That’s why the tailored inhouse option works best. This in-house course is available across Australia, including Melbourne, Sydney, Brisbane, Canberra, Adelaide, Darwin, Perth and regional areas. No travel costs in capital cities
As author Nenia Campbell wrote: ‘Not all poison was bitter…’ – a reminder that difficult people can often appear charming at first.
If you’ve lost a night’s sleep in the past month thinking about a difficult person interaction then this course is perfect timing.
Informative, provided me strategies with different situations
This was the best workshop I’ve done at council in 40 years. Best course ever!
Glen was very knowledgable. Also was a great communicator. Did not just read from the book. Very well done as a trainer!
Keep this course top of mind if you are looking for strategies to deal with entitled or explosive people
Sometimes difficult people enjoy being difficult. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day.
So, what can you do? How can you set boundaries for difficult people? How do you complete your work in the presence of difficult people? This course will give you the psychological tools to remain composed when dealing with difficult people. The aim is to keep you safe and calm in the face of adversity. Tomorrow is another day and sometimes a tactical withdrawal is the best defence.
This course will also show you what not to do. You don’t want to inflame the situation and you want to keep your personal safety top of mind.
Would you like to attend this tailored program?
For maximum effectiveness, this course is best conducted as an in-house program.
Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.
Duration: Each course can be tailored to suit your timeframes.
Look at what you receive within 24 hours at no cost:
The team at Preferred Training Networks can also provide you complementary training in a range of areas including conflict resolution courses, workplace behaviours courses, influencing skills training, facilitation courses and general staff development and training.
| Module | Topics | Key Learning Outcomes |
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| Module 1: Difficult Behaviours | Recognising and Categorising Difficult Behaviours |
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| Understanding the Psychology Behind Behaviour |
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| Common Types of Difficult Behaviour |
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| Module 2: Behavioural Styles and Personal Awareness | Understanding Behavioural Styles |
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| Flexibility in Communication Approaches |
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| Managing Emotions Under Pressure |
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| Module 3: Handling Anger and Conflict Escalation | Understanding and Managing Anger |
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| The Role of Thoughts in Emotional Reactions |
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| Module 4: Strategic Communication for Difficult Interactions | Avoiding Conflict Escalation |
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| Choosing Language That De-Escalates Tension |
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This course explores practical ways to manage challenging workplace behaviours such as aggression, defensiveness, blame shifting, poor communication, emotional reactions, and resistance to feedback.Related courses:
Yes. Participants learn techniques to manage their own reactions, communicate clearly, set boundaries, and respond professionally when dealing with emotionally charged or difficult situations.Related courses:
Absolutely. This training is suitable for staff dealing with difficult customers, clients, colleagues, stakeholders, or team members. The content can be tailored to reflect your organisation’s real workplace scenarios.Related courses:
