Dealing With Difficult People in the Workplace

Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. After attending the Dealing With Difficult People in the Workplace training course with PD Training you’ll be empowered to better manage difficult people and situations.

In this life-changing course you'll learn how to discover the root causes of conflict, how certain behaviours impact others and learn specific strategies to deal with difficult people in an appropriate manner. Whether it’s a conflict involving customers, staff or management, you’ll be equipped with the tools and techniques to approach others, reach a resolution and prevent further issues going forward. This training course provides you with an opportunity to plan and practice your situational management skills so you feel empowered to handle any workplace conflict.

This enlightening personal development course is available in Auckland, Wellington, and Christchurch or via instructor-led training online.

Click the Public Class tab below to view the course schedule, or click In-House Training to request a quote for group training at your preferred location.

Your Learning Outcomes

After completing this course, participants will have learned to:

  • Identify root causes of difficult behaviour
  • How to approach and manage difficult people
  • Understand particular types of Behaviour
  • How to deal with Passive and Aggressive Behaviour
  • Dealing with workplace conflicts
  • Recognise different attitudes
  • Handle stressful situation

PDT Training specialise in:

Live Online

Face-to-Face

Hybrid

Plus the workshops are always tailored to your current context

"I have been struggling with an employee, not knowing how to deal with them. Yesterday's training made my role much clearer and I will feel more confident in dealing with this person."

Kalwun Development Corporation

 

"Joseph is a great Trainer, he is open and encouraging, he is forthcoming with his explanations and knowledge of the subject matter.


-STARTTS


 

"I have done a few of these courses and this trainer was by far and away the best. Her humour, her pace of the course, content coverage and her inclusion of all participant (even the most reticent) was outstanding."


-Beatty Park Leisure Centre


 

"Very good training, enjoyed learning about other personality types in workplace."


-The Institute of Public Accountants


 

"The course content was delivered well and I will take on some of what I learnt. I enjoyed the open discussions we had, but came to the conclusion that some things are not fixable."


-R J Sanderson Associates


 

"Jo was one of the best trainers I have experienced, and was very knowledgeable about the subject and keen to assist with personal issues relevant to the individual."


-Rottnest Island Authority


 

"The course content and how it was delivered has given a better and meaningful insight to the different personalities which exist within the team at the venue and therefore the general impact on how this can impact on the delivery of the requirements of the day to day business activities."


"Anne was a great trainer. Very responsive and quick on her feet so was able to integrate what our team was saying and make the content relevant to our situations."


-Qudos Bank Arena


 

"I found the course very useful for my role. I will be able to use all of the techniques within my work to improve in my role."


-Bond University


 

"The facilitator made a great effort to get to know our organisation and appropriately tailored the content of the course, and provided good examples."


-National Accreditation Authority for Translators and Interpreters


 

"Couldn't have asked for a better, more enthusiastic, knowledgeable trainer, very happy to have Joe return to complete future training with our Company."


-Robson Civil Projects


 

"Most useful part was guiding me in the best way to respond to difficult people. I am very unlikely to open/read the manual but have referred to the one pager hand-out a few times already when sharing my learnings with colleagues."


-ThoughtWare/i.on my


 

"Overall the course was great. Derrick kept you entertained and interested, which surprised me. As I thought I would find it hard to stay focussed."


-Sicame Australia Pty Ltd


 

"Derrick was extremely sensitive to our needs on the day. He was very perceptive to subjects that we needed to speak about on the day, adjusting his training to suit us. Very well done"


-City of Gold Coast


 

"Our trainer Josh perfectly executed the session and his communication and enthusiasm was so engaging, which inspired everyone to get involved. It was such a brilliant session and the agents got so much out of it."


"Josh was very engaging and informative - highly enjoyed his training session."


-Catch Group


 

"The training was beneficial to all staff members that attended. Customer service is one of our main priorities and the knowledge/skills we have gained from this training will improve Customer Service Excellence at the Shire of Murray. The trainer was very knowledgeable and enthusiastic which made the training interesting. It was good that the personality profile and training manuals had a lot of information."


"Got everyone talking, working together and sharing different ideas to the rest of the group."


-Shire Of Murray


 

"Troy was a great facilitator that new his content and kept us engaged throughout the training. Keep up the good work Troy!"


-Elgas Limited - NSW


 

"Found the trainer fantastic, kept on track and engaged. The course was relevant and met all my expectations. Highly recommended and discussed this with my colleagues when I returned to my workplace. 5 STARS"


-City of Gold Coast


 

"It is such a busy time of year & I wish I had more time to review the ground (& notes) covered by the course, to help consolidation. But I was determined to attend as it is an area that has already caused me problems, and I am very pleased I was able to rearrange my timetable so I could make it. And the notes (from my quick glance) are easy to read, review and absorb, tools I know that will be useful well down the track as I negotiate the inevitable challenging issues ahead of me. The energy, knowledge, empathy, commitment and common sense of the trainer was also impressive and an inspiration."


-National Library Of Australia


 

"I have also let the other Staff members know that they may benefit from this second course as well."


-Brisbane Counselling Centre


 

"Good the class numbers were only 4. A review of the personality types was good. Was able to look at a different personality types in my workplace and look at some different approaches I could take to work with their priorities and perceived view of how to address some tasks."


-Department of Mines, Industry Regulation and Safety



"Thoroughly enjoyed the day. I thought the content was most relevant and I found that I can definitely apply the learnings within my work environment."

"Most - exploring communication styles and understanding how others communicate. Practicing the I statements was great too. Least - For me the body language and type of questions was not useful due to my own experience however I found the trainer to deliver this appropriately with not too much time allocated to the topic."

QLD Department of Corrective Services

 

"It helped me to understand my own behaviour more, I have really thought about what categories the people around me would fall into and how I can deal with them better."

MAPEI Australia

 

Australian Communication Exchange logo
The Trainer was knowledgeable and approachable.

-Australian Communication Exchange


Beatty Park logo
its very useful for costumer service at work.

-Beatty Park Leisure Centre


Australian Communication Exchange logo
I personally found this course very informative. I am new to a Team Leader role and have not had to deal with any person on a difficult manner at this stage. So getting some well informed strategies to assist in the future was very useful with this course. Thanks to Derrick for the opportunity.

-Australian Communication Exchange


University of Queensland logo
Derek was very knowledgeable, friendly and welcoming to everyone in the group. He was positive and helpful and enthusiastic about the course content and the company he represents. I would recommend this course and your company to anyone requiring this type of training.

-UQ Properties and Facilities


University of Queensland logo
Overall, the experience I had with pdtraining was positive. The trainer (Derrick) was wonderful, knowledgeable and he delivered exactly what was asked of him.

-UQ Properties and Facilities


University of Queensland logo
Through the activities, I was able to better understand the various personalities of my colleagues and current/potential clients, and the type of strategy to use in each situation. Derrick was a great trainer and very knowledgeable in his field.

-UQ Properties and Facilities


More happy clients

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Dealing With Difficult People in the Workplace Now

During this Dealing with Difficult People in the Workplace training course, participants will learn how to approach, engage and better manage difficult people, while also learning how to understand and influence them, so that a successful resolution can be achieved without creating negative feelings or damaging relationships.

 The course includes training in recognising attitudes and actions that impact others, using effective management techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviours and much more.  The course includes a personality profiling tool report, which helps participants to better understand themselves and how to best interact with other personality types as well.

 

See the Live Online tab for the course outline for the live online course

Course Outline for Dealing With Difficult People in the Workplace

After completing this course, participants will have learned to:

Topic 1

The Three Ds

  • Welcome
  • What do we find challenging about others?
  • Diversity, Divergence and Division
  • The Relationship Spectrum
  • Reflection

Topic 2

It all starts with me

  • My Profile
  • My Response
  • Reflection

Topic 3

Communication is Key

  • Dealing with Passive and Aggressive Behaviour
  • Responding Assertively
  • Reflection

Topic 4

Dealing with Particular Behaviours

  • Bullies
  • Discrimination
  • Gossips
  • Dealing with Particular Types of Behaviour
  • Reflection

Topic 5

Reasonable and Unreasonable Managers

  • Reasonable Management Action
  • Emotional Intelligence and Difficult Managers
  • Reflection

Topic 6

Self-Preservation

  • Monitoring signs of stress
  • Allies and Mentors
  • Tips for Dealing with Challenging People
  • Reflection

Topic 7

Reflections

4.6/5

from 77 responses
Download PDF Outline Duration: 1.0 Days

Plus you’ll also receive:

shield

Money Back
Guarantee

If you’re not happy with the outcomes from
the course we offer a money back guarantee

profiles

REACH
Profiles

For every participant
valued at $199 each

sick

Sick Day
Safety Net

No one left behind
with our 1/2 price re-run promise

dashboard

Development
Dashboard

12-months access to the unique REACH Future Proofing Personal Development Dashboard with personally curated learning to develop agility to adapt to different people tasks and situations.

Learn Dealing With Difficult People in the Workplace Now

We create training that meets your needs.

1-hour Motivator

3-hour Power Sessions

Full Day Training

Conferences & Summits

  • OFFSITE
  • AT YOUR WORKPLACE
  • ONLINE

We’ll make things easier so you can focus on adding more value

We take care of all of the details, so you don’t have to:

  • Invite people to
    training
  • Sign
    In Sheet
  • Generate Branded
    Course Flyers
  • PDF’S of
    Certificates
  • Collects and
    Reports Feedback
  • Complete Results
    Dashboard

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

Want to get clear on impacts and measure success? We support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts and then report on the success in the weeks or months after training.

Do you already have a training management system and wish they were automatically up to date?

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your learning and development partner.

We look forward to working with you, talk to one of our friendly expert consultants today.
Talk to our team

Details:

  • Small classes, average 5 people, max 16
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App

Questions:

Upcoming Live Classes

Live Online

3-hour course

12:00 PM - 3:00 PM Pacific/Auckland

$480.00

December 11

Enroll Now Filling fast

January 28

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April 11

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July 8

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Course Outline for Dealing With Difficult People in the Workplace

After completing this course, participants will have learned to:

Topic 1

It all starts with me

  • My Profile
  • My Response
  • Reflection

Topic 2

Communication is Key

  • Dealing with Passive and Aggressive Behaviour
  • Responding Assertively
  • Reflection

Topic 3

Dealing with Particular Behaviours

  • Bullies
  • Discrimination
  • Gossips
  • Dealing with Particular Types of Behaviour
  • Reflection

Topic 4

Self-Preservation

  • Monitoring signs of stress
  • Allies and Mentors
  • Tips for Dealing with Challenging People
  • Reflection

When you book a Public Class with PD Training you can expect:

To Be Engaged All Day

Activities and discussion for engaged learning all day.

An outstanding trainer

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

Focussed on you

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

Refresher Course $0

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

Acclaimed Provider

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

Multi-modal Reinforcement

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

Details:

  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware available in the App
  • Pay on Invoice or by Credit Card

Questions:

Auckland

1.0 day course

Karstens, Tower 1, Level 4, 205 Queen Street Auckland NZ 1010

$750.00

December 11

Enroll Now Filling fast

January 28

Enroll Now Filling fast

April 11

Enroll Now Filling fast

July 8

Enroll Now Filling fast

Christchurch

1.0 day course

Lumify, 13 Stanley Street, Sydenham Christchurch NZ 8240

$750.00

December 11

Enroll Now Filling fast

January 28

Enroll Now Filling fast

April 11

Enroll Now Filling fast

July 8

Enroll Now Filling fast

Wellington

1.0 day course

Lumify, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6141

$750.00

December 11

Enroll Now Filling fast

January 28

Enroll Now Filling fast

April 11

Enroll Now Filling fast

July 8

Enroll Now Filling fast

Course Outline for Dealing With Difficult People in the Workplace

After completing this course, participants will have learned to:

Topic 1

The Three Ds

  • Welcome
  • What do we find challenging about others?
  • Diversity, Divergence and Division
  • The Relationship Spectrum
  • Reflection

Topic 2

It all starts with me

  • My Profile
  • My Response
  • Reflection

Topic 3

Communication is Key

  • Dealing with Passive and Aggressive Behaviour
  • Responding Assertively
  • Reflection

Topic 4

Dealing with Particular Behaviours

  • Bullies
  • Discrimination
  • Gossips
  • Dealing with Particular Types of Behaviour
  • Reflection

Topic 5

Reasonable and Unreasonable Managers

  • Reasonable Management Action
  • Emotional Intelligence and Difficult Managers
  • Reflection

Topic 6

Self-Preservation

  • Monitoring signs of stress
  • Allies and Mentors
  • Tips for Dealing with Challenging People
  • Reflection

Topic 7

Reflections

When you book a Public Class with PD Training you can expect:

To Be Engaged All Day

Activities and discussion for engaged learning all day.

An outstanding trainer

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

Focussed on you

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

Refresher Course $0

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

Acclaimed Provider

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

Multi-modal Reinforcement

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

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year
  • Or get the $110.00 bundle and save
Purchase the microlearning bundle

We all need to deal with difficult people from time to time, this course helps you identify them, and develop strategies to navigate the path through the tricky dynamic.

Buy Dealing With Difficult People

Asking Questions

The most important foundation for communication and building meaningful relationships is listening, develop your skills with this micro eLearning course.

Bite size learning that people love

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