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

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 dialling in, 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

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 AM - 04:30 PM
  • 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
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast
December 1
1.0 day course
Filling fast
Auldhouse, JacksonStone House, , Level 8, 11 Hunter Street Wellington NZ 6011
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast
December 1
1.0 day course
Filling fast
Auldhouse, 13 Stanley Street, Sydenham Christchurch NZ 8023
June 12
1.0 day course
Filling fast
August 21
1.0 day course
Filling fast
October 29
1.0 day course
Filling fast
December 1
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 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.

Not exactly what you needed? Try other courses in the Personal Development Courses Category

Dealing With Difficult People in the Workplace Training
4.75 out of 5 from 122 responses