Dealing With Difficult People in the Workplace Training Course

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Imagine yourself resolving workplace conflicts in New Zealand without negativity or damage to feelings or personalities. In fact, picture yourself benefiting from confrontation because you can manage difficult people and situations in a positive manner. After attending the PD Training Dealing With Difficult People in the Workplace training course, you’ll be prepared to do just that.

Learn key skills like how to discover the causes of conflict, how certain behaviours impact others, strategies to deal with difficult people appropriately, anger management, coping techniques and more.

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 problems. The training offers an opportunity to plan and practice your skills, so you feel empowered to handle any workplace conflict.

Attend a Dealing With Difficult People in the Workplace Training Class today, or have one of our professional trainers come to your workplace in Auckland, Wellington or Christchurch.

Contact us today for a group quote or register now into the next public course date.

Your Learning Outcomes
Dealing With Difficult People in the Workplace

After completing this course, participants will have learned to:

  • See conflict as communication
  • Benefit from a confrontation
  • Prevent problems
  • Get focussed
  • How to deal with your own and other peoples anger
  • Deal with problems
  • Understand and use the three step conflict resolution model
  • Change yourself depending on the situation
  • Understand people’s behaviours and motives
  • De-stress when things get ugly
  • Identify causes of difficult behaviour
  • Counter negativity with positivity
  • Discuss problems in groups
  • Use assertive anger
  • Plan and practice to handle difficult situations successfully
Duration: 1.0 day course


Dealing With Difficult People in the Workplace Reviews:

"Great day and excellent delivery, I felt engaged throughout the whole day and learnt a lot."

Open Polytechnic

"The most useful thing was the section at the end where she explained the psychology of abusive callers. That was brand new information and very illuminating."

Open Polytechnic

"Pam is knowledgeable, bubbly and fun to work with. She covered pretty much everything I was expecting. I especially liked the 10 minute scenarios as the debrief and pointers were most valuable."

"I thoroughly enjoyed our second session with Pam. She keeps you focused and interested, wanting to know more and is so flexible to adjust/adapt the training. There were a few of us that were unaware(they were on leave)until they turned up to the session and Pam was very understanding, apologetic. Some trainers would not be that understanding or obliging. Thank you Pam."

"The most useful part was delivering a section of training, and then the debrief from Pam.

"Pam is an amazing lady, very approachable, very purposeful, very open and engaging. I always feel as though I've learnt so much from her and also reinforces what I currently know. She is generally very easy to be around and attending her workshops doesn't feel like "training"."

"Another brilliant workshop - thank you. I've taken so much away from it."

Ministry of Justice


"Ian is an expert trainer - with handy tips and techniques for everyday situations in the work place."

Ministry of Justice


"I thoroughly enjoyed the course and learnt so much that will definitely help me in not just my work but my personal life as well. Michael was great, very knowledgeable and gave me some great tips as well as answering all my questions. Definitely worth it, thank you."

Individual Course Participant


"I found it very helpful how focused the training was tailored for our (each participant's) specific situation. Ian was great and I would go to another class coached by him. Thanks"

Real Estate Agents Authority


"This course was very beneficial for me in building relationships, both internally and externally, and realising we need to accept people for who they are (type: Driver, Advisor, Counsellor and Coach) and their beliefs. I now have more of an understanding on how to interact with each. Something that stuck with me which our trainer Ian made me realise was "Treat others as they want to be treated."

NZ Thoroughbred Racing


"Although we were more after training on conflict resolution with clients and how to handle difficult clients, and this one was more for people in the work place, the trainer still managed to show us the benefit of this course. I found the course to be very helpful and the trainers knowledge and experience was high."

Elders Insurance Yeppoon


"Fantastic trainer. Awesome to have a course that doesn't just stick to religiously trawling through the courseware page by page. Terry knew his subject matter well and used the courseware merely as a backup and allowed the day to flow based on the engagement and needs of the attendees in the moment. A whole heap of additional useful resources were talked about and followed up on straight away. Great day."



"The course was interesting and engaging."

"Ian was great, funny and engaging. We had some good laughs.

Auldhouse Wellington


"Thoroughly enjoyed this course, Roydon was very engaging, the course material is useful, practical and will enable me to develop positive conversations and relationships."

Auldhouse Christchurch


"I didn't think I took a lot away from the course but over a period of time, I have come to realise that the course did in fact help me build a better relationship with my colleague."

Individual Course Participant


Course Outline
Dealing With Difficult People in the Workplace

Download Dealing With Difficult People in the Workplace Training Course Outline


During the Dealing with Difficult People in the Workplace training course in New Zealand, participants learn how to approach difficult people and how to understand and influence them, so that a successful resolution can be achieved without negativity and emotional damage.

The course includes training in recognising attitudes and actions that impact others, using effective techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviours and more.

This is as much a personal development experience as a professional development exercise because the techniques you learn can be applied to all areas of your life.

Dealing With Difficult People in the Workplace - Lesson 1
The Three Ds
  • Welcome
  • What do we find challenging about others?
  • Diversity, Divergence and Division
  • The Relationship Spectrum
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 2
It all starts with me
  • My Profile
  • My Response
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 3
Communication is Key
  • Dealing with Passive and Aggressive Behaviour
  • Responding Assertively
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 4
Dealing with Particular Behaviours
  • Bullies
  • Discrimination
  • Gossips
  • Dealing with Particular Types of Behaviour
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 5
Reasonable and Unreasonable Managers
  • Reasonable Management Action
  • Emotional Intelligence and Difficult Managers
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 6
  • Monitoring signs of stress
  • Allies and Mentors
  • Tips for Dealing with Challenging People
  • Reflection
Dealing With Difficult People in the Workplace - Lesson 7

In-House Training We’ll focus on what matters most to you and tailor to your context

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
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

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

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

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.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants 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.

Measure metrics your way

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

Training APIs

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.

Public Class Dates for
Dealing With Difficult People in the Workplace


  • Time: 09:00:00 - 16:30:00
  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Pay on Invoice or by Credit Card


  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)


learn more

Location Date 1 Date 2 Date 3 Date 4
Auldhouse Computer Training, Three Lamps , 338 Ponsonby Road Ponsonby NZ 1011
March 30
1.0 day course
Last Chance!
$0 for members
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast
Auldhouse, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6011
March 30
1.0 day course
Filling fast
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast
Auldhouse, 13 Stanley Street, Sydenham Christchurch NZ 8023
March 30
1.0 day course
Filling fast
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast

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

PDT 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.

Transfer policy

100% Transfer Policy

If an unforseen event prevents public class attendance, no problem. Transfer to new person, course, date or city.

Refresher course

Refresher Course $0

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

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.

Orgmenta app

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Personal Development Courses Category

Dealing With Difficult People in the Workplace Training
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