Handling Difficult People and Situations

Benchmark Training
Course summary
1 day
200 GBP excl. VAT
Professional Training
Next available date: 06/08/2020 - Leeds
Course Dates
06/08/2020   (English)
200 GBP
Online courses
Enquire for more information  (English)
200 GBP

Course description

Handling Difficult People and Situations - 1-Day Training - Open Course or In-House Training

This course equips students with the skills to understand why some people and situations seem – to them to be difficult and to learn the skills, tips and tactics with which to communicate effectively even with the most difficult of people and the most difficult of situations. In the morning, participants will explore personality traits – what each personality is like and how best to communicate with each personality type using insights personality profiling.

Each participant will have the chance to assess their own personality and that of their colleagues, team members and customers in order to gain an insight into how they could communicate better. The afternoon session then looks at practical tips on how to deal with each personality type using practical sessions to reinforce the theory.

The course is run by Anne Selwyn who is an ILM  qualified coach and NLP qualified to Trainer level and Margaret Hartley owner of Benchmark and trainer for over 25 years.

Suitability - Who should attend?

This course is ideal for anyone in the organisation handling difficult people or situations or just wishing to improve communication.

This workshop is also available as in-house training tailored to your organisation.

Outcome / Qualification etc.

When you leave this course, you will be equipped with the skills to use immediately to improve communication.

Training Course Content

This course will cover the following topics amongst others:

  • staying relaxed
  • assess the personality type
  • know the outcome you want
  • chose the right behaviour
  • buy yourself time
  • ask the right questions
  • listen effectively
  • look, listen, read for linkage
  • tone of voice
  • body language
  • choose face to face, telephone or email


The cost of this course is 125 GBP excluding VAT and this fee covers all instruction and materials.

Free parking is available.

This course is also available as an in-house training. Please enquire for details.

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About provider

Benchmark Training

Train with Benchmark - In-House or Open Courses in Leeds 

If you or your organisation needs to build skills in reception work, cold calling, team leadership, personal sales, debt collection, handling difficult people, train the trainer or presentation skills, Benchmark will deliver a comprehensive one to three day training and...

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Contact info

Benchmark Training

The Old Farmhouse, Biggin
LS25 6HJ

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Average rating 5

Based on 3 reviews

Graham Watson
I was on Benchmarks course handling difficult people and situations. margaret the trainer was awesome, her enthusiasm was immense, full of character, charisma and charm . I left feeling better about certain situations that I come across every day, being a taxi driver . I would highly recommend one of these courses.
David Tite
I just wanted to say how good I thought today was, everyone was buzzing afterwards discussing how we can just improve little bits around our practises to improve our appearance and performance.
Paul Robinson
I really enjoyed the course and I think it will be really useful - used the "disappointed" and option A / B technique when replying to an email on something at work after the course yesterday. Thanks again, looking forward to the other courses.
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