Handling Difficult


Handling Difficult Situations is one of the toughest challenges we face in the workplace. Difficult situations and colleagues are one of the most common reasons good people leave a company.

This workshop enables attendees to handle difficult situations more effectively. It understands that while you probably can’t change your colleague or client, by changing the way you react to them you can build a better relationship. Ultimately, that means greater job satisfaction and productivity.

Course outline

Handling Difficult Situations is a very practical workshop. From the start we talk about the different situations that the attendees face and session is focused around these.

Attendees examine what has caused their current situation, what they might be doing to exacerbate it, and what they can do to improve it. They learn and then practice powerful techniques and can see for themselves what a difference a few simple changes can make.

Attendees find the direct application highly valuable, and by practicing difficult conversations can face their difficult situations with new confidence.

One recent attendee commented:

“I really enjoyed the course with you today, you’ve given me some great insights! It’s also the first course I’ve been on where I’ve felt fully engaged right until the very end.”

Participants learn:

  • What makes a difficult person?
  • Understanding how and why you react the way you do
  • What are you doing that might be making things worse?
  • Communication styles and how to handle them
  • How to use questioning to turn the conversation around
  • Using listening to make a difference
  • Empathy and understanding
  • Learning to push back, diplomatically


1 day

Additional Information

We can combine Handling Difficult Situations with elements of Personal Impact, enabling attendees to focus not just on what they say but how they say it. Please get in touch and we can discuss your specific needs.

For tips on handling difficult people see our blog here.



T: +44 (0) 20 7887 2627
M: +44 (0) 7990 542 786

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