Handling Difficult People & Situations Training Course

The Handling Difficult People and Situations Training course teaches you how to identify difficult people and situations, and how to deal with them rationally and positively to effectively stop or reduce their potential negative effects.

This course covers the following topics: the different types of difficult people, their personality profiles and personal perspectives, influencing difficult people towards positive outcomes, the right words to use, controlling one’s own behavior and the use of positivity, the tools to handle difficult situations calmly and effectively and much more.

This comprehensive training course is available across the U.S., including Atlanta, Austin, Baltimore, Birmingham, Boston, Charlotte, Chicago, Dallas, Houston, Jackson, Los Angeles, Manhattan, Miami, New York, Orlando, Philadelphia, San Antonio and Seattle.

Learning Outcomes
Course Outline
Client Site
  • Learning Outcomes - Handling Difficult People & Situations Training Course

    By the end of this course, participants will be able to:

    • Examine the personality profiles of difficult people
    • Recognize the different types of difficult people
    • Develop a greater awareness of a difficult person's personal perspectives
    • Assess your own beliefs & values
    • Recognize ways difficult people contribute to situations
    • Interpret the Degrees of Difficulty
    • Explain 'First Response' and how to move past it to be more constructive
    • Consider 'Go', and 'No Go' options
    • Develop plans to deal with difficult people
    • Practice the right words to use
    • Implement the LEAD model for a better outcome
    • Analyze and use AI (Appreciative Inquiry)
    Duration: 1 day course
    PD Training customer feedback infographic with average of 9 out of 10


    Handling Difficult People & Situations Training Course Reviews:

    Was a very interesting and well-presented course. Gave me good grounding for the topic and a range of things to think about.

    Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies./p>

  • Course Outline - Handling Difficult People & Situations Training Course

    Download Handling Difficult People & Situations Training Course Outline


    Regardless of your industry or circumstances, chances are, from time to time you will have to negotiate situations involving difficult people, clients, customers or even staff. It’s a fact of life, you cannot, despite your best efforts, please everyone you deal with.

    Developing an understanding of fundamental behavioral styles will enable you to apply the appropriate assertive communication skills in all types of day-to-day work and non-work situations. You will acquire practical techniques which will enable you to neutralize aggressive behavior – and avoid a build-up of resentment and negative attitudes which lead to reduced productivity, resignation, loss of business and friendships.

    Handling Difficult People & Situations Training Course - Lesson 1
    The Difficult People in Your Life
    • The Difficult Person in Your Life
    • Personality Profiles of Difficult People
    • Part Summary
    Handling Difficult People & Situations Training Course - Lesson 2
    Making a Plan and Finding the Words
    • Planning to Deal with Difficult People
    • Strategies for Dealing with Different Types
    • Part Summary
    Handling Difficult People & Situations Training Course - Lesson 3
    How You See and Hear Difficult People
    • How I Contribute to the Problem
    • Beliefs
    • Values
    • Preferences/World View
    • Part Summary
    Handling Difficult People & Situations Training Course - Lesson 4
    Leading a Difficult Person to a Better Outcome
    • The LEAD Model
    • Listen
    • Explore
    • Attend
    • Deliver a Solution
    • Being the Difficult Person
    • Appreciative Inquiry
    • Part Summary
    Handling Difficult People & Situations Training Course - Lesson 5
    The Power of a Difficult Person
    • Degrees of Difficulty
    • Favorite Difficult Person
    • First Response
    • Getting Past the First Response
    • Go, No Go
    • Part Summary
    Handling Difficult People & Situations Training Course - Lesson 6
    Review and Application
    • Review and discuss lessons learned
    • Plan applying techniques in different situations and with different people
    • Consider differences between dealing with customers and internal team members

  • Client Site 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

    Client Site 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.

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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.

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