Dealing With Difficult People in the Workplace

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
Duration: 1.0 day course Live Online Experts


Dealing With Difficult People in the Workplace Reviews:

"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.



"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

Download Course Outline (PDF)

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.


Course Outline for Dealing With Difficult People in the Workplace

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
  • Monitoring signs of stress
  • Allies and Mentors
  • Tips for Dealing with Challenging People
  • Reflection
Topic 7

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

Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

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

PDT Training Management Centre Logo

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 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 am - 04:30 pm
  • Small classes, average 5 people, max 16
  • Prices excl. GST
  • Lunch and refreshments included
  • Certificate of Completion (always available in the App)
  • Comprehensive courseware as books (& available in the App)
  • Pay on Invoice or by Credit Card


1.0 day course
Karstens, Tower 1, Level 4, 205 Queen Street Auckland NZ 1010
26 July
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1 October
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11 December
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28 January
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1.0 day course
Lumify, 13 Stanley Street, Sydenham Christchurch NZ 8240
26 July
Missed out
1 October
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11 December
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28 January
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1.0 day course
Lumify, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6141
26 July
Missed out
1 October
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Filling fast
11 December
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28 January
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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 and 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.

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.
Bite Size learning that people love

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.

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