Dealing With Difficult People Training Course

How well do you deal with difficult people? Would you like to learn ways to better manage difficult people? The keys to dealing with difficult people are to focus on the immediate behaviour, defuse the situation as quickly as possible, and to understand why they are difficult. 

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. There’s brigades of difficult people masquerading about. 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

Tailored Dealing with Difficult People Workshops

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.

“Not all poison was bitter. Some of the deadliest poisons in the world tasted sweet; they were that much more dangerous because of it.” – Nenia Campbell

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    Key Learning Outcomes

    Key ‘Dealing with Difficult People’ Course Content:

    • Determine the reasons difficult people can be truly awful
    • Map the behaviours before “difficult”
    • Respond rather than react
    • Understand personality clashes
    • Discover why customers feel entitled to be difficult (power imbalance studies)
    • Plot the power plays of difficult people
    • Practise active listening skills
    • De-escalating anger techniques
    • Interrupt outbursts with detached empathy
    • Set behavioural boundaries with difficult people
    • Learn the baiting techniques awful people use to grab your attention
    • Point out how some people get enjoyment from causing distress
    • Discover how to disempower difficult people
    • Differences in values
    • Deal with challenging behaviours

    Course Description

    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.

    'Dealing with Difficult People' Workshop Nuts and Bolts

    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:
    • An obligation free proposal
    • A bio of a proposed trainer
    • Training 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.

    'Dealing with Difficult People' Course Outline

    ModuleTopicsKey Learning Outcomes
    Module 1: Difficult BehavioursRecognising and Categorising Difficult Behaviours
    • Understanding different types of challenging behaviours
    • Identifying common triggers for difficult interactions
    • Determining the target audience for intervention strategies
    Understanding the Psychology Behind Behaviour
    • Exploring why individuals exhibit difficult behaviours
    • Identifying patterns that lead to unproductive interactions
    • Recognising when behaviours are situational versus personality-driven
    Common Types of Difficult Behaviour
    • Differentiating between aggressive, passive-aggressive, and resistant behaviours
    • Learning to adjust communication strategies based on behaviour type
    • Managing emotional responses when confronted with challenging individuals
    Module 2: Behavioural Styles and Personal AwarenessUnderstanding Behavioural Styles
    • Identifying different personality and communication styles
    • Using a styles questionnaire to assess behavioural preferences
    • Tailoring conversations
    • Recognising personal strengths and their potential overuse
    Flexibility in Communication Approaches
    • Learning how to adapt to different communication styles
    • Adjusting responses based on the needs of the conversation
    • Maintaining control in high-pressure interactions
    Managing Emotions Under Pressure
    • Recognising personal emotional triggers
    • Developing self-regulation techniques to stay composed
    • Using de-escalation methods to prevent situations from escalating
    Module 3: Handling Anger and Conflict EscalationUnderstanding and Managing Anger
    • Exploring how anger affects communication and decision-making
    • Recognising signs of escalation and stopping the anger cycle
    • Implementing techniques to redirect emotional energy productively
    The Role of Thoughts in Emotional Reactions
    • Understanding how thought patterns shape emotional responses
    • Challenging unhelpful thoughts to maintain control
    • Emotional Intelligence insights
    • Understanding self-conditioning
    • Using cognitive strategies to stay objective and solution-focused
    Module 4: Strategic Communication for Difficult InteractionsAvoiding Conflict Escalation
    • Recognising behaviours that intensify disagreements
    • Understanding how different value systems influence reactions
    • Utilising strategic withdrawals as a safety technique
    • Preventing unnecessary conflict through strategic dialogue
    Choosing Language That De-Escalates Tension
    • Identifying words and phrases that trigger defensive reactions
    • Substituting inflammatory language with neutral phrasing
    • Ensuring clarity while maintaining a professional and calm tone
    cta course

    Australia-wide training courses and workshops

    At Preferred Training Networks, we provide both in-person and online training programs for a wide range of organisations across Australia. Our Dealing With Difficult People Training Course is run by experienced, qualified experts and tailored to the needs of your business and your employees. Our leadership and management education courses are designed to help your team thrive and develop valuable skills that can transform your workplace.

    With programs available in Sydney, Canberra, Melbourne, Perth, Adelaide, Brisbane and other areas of Australia, we’re able to help businesses across the country create lasting behavioural change and provide them with the tools they need to reach new heights. If you think your business would benefit from Dealing With Difficult People Training Course and the help of our professional coaching network, take the first step and contact our team today. Wherever you are in Australia, our coaching program can either come to your organisation or we organise a venue for your convenience. Find out what our training, workshops and skills courses can do for your business and reap the benefits for years to come.

    Get your free online quote right now or give us a call on 1300 323 752 to find out more about Preferred Training Networks and discuss your requirements with us.

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