Dealing With Difficult People in the Workplace

To be successful in dealing with personal conflicts in the workplace you must learn to first understand human behavior, reflect on its causes and know how certain behaviors impact others. Knowing how to approach difficult people with an understanding of these drivers will help you to overcome negativity by utilizing positivity. Whether its dealing with difficult customers, staff or management, anyone will benefit from the skills taught in this course.

The PD Training Dealing with Difficult People in the Workplace course provides you with the tools, techniques and an understanding that will empower you with the ability to deal with difficult people in an appropriate manner.

This practical and engaging training course is available now throughout Nigeria, including Lagos.

Learning Outcomes
Course Outline
  • Learning Outcomes - Dealing With Difficult People in the Workplace

    After completing this course, participants will have learned to:

    • See conflict as communication
    • Benefit from a confrontation
    • Prevent problems
    • Get focused
    • How to deal with your own and others peoples anger
    • Deal with problems
    • Understand and use the three step conflict resolution model
    • Change yourself depending on the situation
    • Understand people’s behaviors and motives
    • De-stress when things get ugly
    • Identify causes of difficult behavior
    • Counter negativity with positivity
    • Discuss problems in groups
    • Use assertive anger
    • Plan and practice to handle difficult situations successfully
    Duration: 1 day course


    Dealing With Difficult People in the Workplace Reviews:

    PD Training Training Courses Reviews:

    Fantastic, Anne was amazing and worked really well with the group. She was even willing to stay back after the session had finished to discuss specific questions and situations.
    The trainer was excellent. Staff really enjoyed the training session and said they would be happy to participate again in the future.
    Mitsubishi Australia
    Was really pleased to see the effort put into tailoring the course for a group of St John Ambulance personnel. The use of relevant examples certainly captivated the group and enabled them to interact without trying to work out the links between what the presenter said and what they know and understand of their job and its role.
    St John Ambulance
    I have been a training facilitator for many years and Annes energy and enthusiasm was inspiring and I honestly have to say, she is the best trainer I have experienced.
    Russell my "acct manager" was great, easy to work with and responsive to my needs. it was great having one contact. I also needed to call for IT support with my log on. The team there were very responsive as well. Your pricing is very competitive. We will be using PD Training again. Will talk to Russell as I may have a need for 35 students to attend a course that we may need to alter. Thank you.
    Department of Veteran Affairs
    Thank you, the small group atmosphere and personalised advice was really reassuring and I will definitely advise others to PD Training.
    Children's Protection Society
    I really enjoyed the course, I think that Adrienne is fantastic and would love to do another course with her again!! She was very enthusiastic, so friendly and a lot of fun to learn from.
    Super SA
    It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.
    A month later I'm still finding the course very beneficial, as it forced me evaluate many personal aspects of my life. As a result I have identified key goals I want to achieve, and I'm making them happen.
    Sensate Pty Ltd
    The moment the trainer told us he used to have the same problem himself, was the moment I felt at ease straight away. It helped to have someone who could empathise with us. The trainer kept the momentum going, stuck to his timelines (breaks etc.) and covered the content he wanted to.
    Individual Public Class participants
    Will recommend for any supervisor or team leader with in DHL.
    DHL Supply Chain
    I did gain knowledge and have already noticed improvement in my skills, only two days after attending the training.
    Honda Australia Pty Ltd
    Thanks for the Course. It was everything I expected. The venue was great and I will look into more courses with PD Training.
    Australian Red Cross
    Pam made a subject that could have been very boring exciting and interesting to learn. Enjoyed all her stories and created a great rapport with all staff.
    Tafe NSW
    Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.
    Grampians Community Health
    Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!
    Julie was a wonderful presenter. She was able to tailor the session to address the issues/needs identified during the session for individuals and made it relevant for the group.
    Queensland Parliamentary Service
    This was one of the most productive training sessions that I have done in the last 5 years.
    Sun Engineering Pty Ltd
    Murray was very helpful and was able to work with our specific requirements which made the course even more beneficial. I have already recommended PD Training to CASA for future training.
    Civil Aviation Safety Authority
    Robbie was fantastic yet again. So helpful, attentive and kept the course interesting. He went above and beyond to answer any questions I had. To the extent he worked on a specific query I had prior to the course commencing.
    Cerebral Palsy League of Qld
    Scott was very enthusiastic and kept me interested for the entire session. One of the best training styles I have come across.
    Slattery & Acquroff Stairs
    Very impressed with what I learnt from the day. Scott was awesome & I enjoyed the day so much. Helped me out in so many ways that I am really looking forward to the next session. Have already put some of the skills Scott taught me to work.
    Public Class Participant
    I really appreciated that the trainer Emma was able to flexible in her delivery and cater for the needs of the group and not necessarily sticking to the course format but able to link the current discussions back to the course content and tie it together, Well Done.
    Financial Counsellors Association of Western Australia Inc
    Scott was a brilliant trainer who was able to change his delivery as required to satisfy our requirements.
    Tiger Airways

  • Course Outline - Dealing With Difficult People in the Workplace

    Download Dealing With Difficult People in the Workplace Outline


    During the training course, participants learn how to approach difficult people, understand and influence them so that a successful resolution can be achieved without negativity and damage.

    The course includes training in recognizing attitudes and actions that impact others, using effective techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviors, and more.

    Dealing With Difficult People in the Workplace - Lesson 1
    Getting Started
    • Icebreaker
    • Pre-Assignment Review
    • Workshop Objectives
    Dealing With Difficult People in the Workplace - Lesson 2
    Conflict as Communication
    • Defining Conflict
    • Self-Assessment
    Dealing With Difficult People in the Workplace - Lesson 3
    Benefits of Confrontation
    • To Talk or Not to Talk
    • Determining Your Involvement
    • Reciprocal Relationships
    Dealing With Difficult People in the Workplace - Lesson 4
    Preventing Problems
    • The Importance of Empathy
    • Dangerous Misconceptions
    Dealing With Difficult People in the Workplace - Lesson 5
    Getting Focused
    • Getting to the Heart of the Matter
    • The Three F's
    Dealing With Difficult People in the Workplace - Lesson 6
    Managing Anger
    • Coping Strategies
    • Guidelines for Assertive Anger
    Dealing With Difficult People in the Workplace - Lesson 7
    Dealing with Problems
    • Dealing with Problems
    • Causes of Difficult Behavior
    Dealing With Difficult People in the Workplace - Lesson 8
    The Three-Step Conflict Resolution Model
    • The Three-Step Model
    • Getting the Hang of Things
    Dealing With Difficult People in the Workplace - Lesson 9
    Practice Makes Pretty Good
    • Making Connections
    Dealing With Difficult People in the Workplace - Lesson 10
    Changing Yourself
    • Negative vs. Positive Interactions
    • Dealing with Negative Feelings
    Dealing With Difficult People in the Workplace - Lesson 11
    Why Don't People Do What They Are Supposed To?
    • The Big Questions
    Dealing With Difficult People in the Workplace - Lesson 12
    De-Stress Options to Use When Things Get Ugly
    • Belly Breathing
    • Visualize
    • Music
    • Acupressure and Massage
    • Laughter
    • General Coping Thoughts When Things Get Messy

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training

    Choose the Training Location

    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
Not exactly what you needed? Try other courses in the Personal Development Courses Category

Orgmenta logo
Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

Trusted Supplier
Privacy Policy - Terms & Conditions
© 2013 - 2018 Professional Development Training Nigeria