Dealing Effectively with Difficult People - In-house

GBC Learning & Development
Course summary
1 day
Next available date: Inquire for pricing and dates - United Kingdom
Corporate Training for Teams

Course description

Dealing Effectively with Difficult People - In House

By the end of the course you will be able to:

  • Develop communication skills that help deal effectively with difficult or tense situations
  • Recognise three different behaviour types and understand their impact and effects
  • Exercise some key skills and techniques to gain rapport and control of the situation
  • Confidently resolve difficult situations so that no one feels like a ‘loser’
  • Keep your cool under pressure

Suitability - Who should attend?

Anyone who wants to be more confident and professional when dealing with ‘difficult people’ situations at work. Whether dealing with customers, colleagues, supervisors or subordinates – this day will give you practical ways to deal with these tricky situations and gain positive outcomes.

Outcome / Qualification etc.

GBC Learning Course Attended Certificate

Training Course Content

Introduction & Workshop Objectives

  • What are we going to cover today?
  • What brings you here and what do you want from the day ·

Understanding behaviour and its effects

  • What makes a person difficult? Recognising what difficult behaviour is.
  • How, by understanding behaviour, we can modify other people's style.

Communication skills that help deal effectively with difficult people

  • Paraphrasing to avoid assumptions or misunderstandings.
  • Using feedback in both positive and negative context .
  • Listening and questioning skills to get the true perception of the situation, show confidence and gain control.

Three different behaviour types

  • Clarifying the difference between aggressive, assertive and passive behaviour.
  • Recognising the effects of each type on self and others.
  • Tips towards assertiveness.

Building Rapport

  • Being aware of the differences between yourself and others and taking them onboard
  • Developing understanding and techniques to encourage positivity and ‘bridge the gap’

Dealing with difficult situations

  • Situations at work that may arise –  practical ways to deal with existing or emerging issues
  • Dealing in fact and behaviour – not emotion and personalities  
  • Being consistent and persistent
  • Using positive language and a positive approach to influence outcomes

The way forward

  • Taking ideas back to the workplace and putting them into action.


In-House Training

GBC can develop customised solutions or deliver off-the-shelf courses in-house for your staff. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

About provider

GBC Learning

GBC Learning & Development - Business training at its best

The trainers at GBC Learning & Development have practical backgrounds and a wealth of experience, in both the business and public sectors. This means they can adapt their training courses to the specific needs of each group, encouraging full participation. GBC...

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Contact info

GBC Learning & Development

Salisbury House
EC2M 5QQ London Wall

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It has given me more understanding on how to deal with different people.
Very informative and easy to comprehend. Trainer eaay to relate with.
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