Dealing With Difficult People in the Workplace

Imagine yourself resolving workplace conflicts 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 ready 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.

Learning Outcomes
Course Outline
In-House
Training
Public Class
  • 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 focused
    • 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 day course

    Inclusions:


    Top Trainer

    Certificate

    Paper or BYOD tablet

    Tailored Training

    Reinforcement



    + beat the forgetting curve with the

    Pre-Class Activities | Always Available Courseware | On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.



    Dealing With Difficult People in the Workplace testimonials

    "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





  • Course Outline - Dealing With Difficult People in the Workplace

    Download Dealing With Difficult People in the Workplace Outline

    Foreword:

    During the Dealing with Difficult People in the Workplace training course, participants learn how to approach difficult people, then 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
    Getting Started
    • Icebreaker
    • Pre-Assignment Review
    • Workshop Objectives
    Dealing With Difficult People in the Workplace - Lesson 2
    Conflict as Communication
    • Defining Conflict
    • Self-Assessment
    Dealing With Difficult People in the Workplace - Lesson 3
    Benefits of Confrontation
    • To Talk or Not to Talk
    • Determining Your Involvement
    • Reciprocal Relationships
    Dealing With Difficult People in the Workplace - Lesson 4
    Preventing Problems
    • The Importance of Empathy
    • Dangerous Misconceptions
    Dealing With Difficult People in the Workplace - Lesson 5
    Getting Focused
    • Getting to the Heart of the Matter
    • The Three F's
    Dealing With Difficult People in the Workplace - Lesson 6
    Managing Anger
    • Coping Strategies
    • Guidelines for Assertive Anger
    Dealing With Difficult People in the Workplace - Lesson 7
    Dealing with Problems
    • Dealing with Problems
    • Causes of Difficult Behaviour
    Dealing With Difficult People in the Workplace - Lesson 8
    The Three-Step Conflict Resolution Model
    • The Three-Step Model
    • Getting the Hang of Things
    Dealing With Difficult People in the Workplace - Lesson 9
    Practice Makes Pretty Good
    • Making Connections
    Dealing With Difficult People in the Workplace - Lesson 10
    Changing Yourself
    • Negative vs. Positive Interactions
    • Dealing with Negative Feelings
    Dealing With Difficult People in the Workplace - Lesson 11
    Why Don't People Do What They Are Supposed To?
    • The Big Questions
    Dealing With Difficult People in the Workplace - Lesson 12
    De-Stress Options to Use When Things Get Ugly
    • Belly Breathing
    • Visualise
    • Music
    • Acupressure and Massage
    • Laughter
    • General Coping Thoughts When Things Get Messy
     

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • tailored to your team at no extra cost
    • cost effective - great group pricing
    • you choose the day, duration, place and time
    • flexible length - sessions as short as 1-hour
    • greatest impact in the shortest time
    • great team building opportunity
    • more convenient, people don't need to go off-site
    • World's leading reinforcement system

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator

    These 60-90 minute sessions are highly motivating and thought provoking

    3-hour Power Sessions
    3 hour power session

    3-hour power sessions are targeted and flexible around your operational needs.

    Full-day training
    full day training

    Full day courses delivered with a strong focus on activities and participation.No death by PowerPoint here!

    Conferences
    Conferences

    We can run workshops or provide keynote speakers. Let us provide the highlight of your conference.

    Personalised | Remembered | Applied

    Pre-Class Activities | Always Available Courseware |
    On Demand Support

    Org' ment vt. sounds like augment
    1. to make greater; 2. to increase impact

    Beyond the classroom, the Orgmenta App from PD Training augments our instructor led courses by engaging learners before, during and after training.

    The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

    Report on your Success
    • Easier Planning
    • Faster Administration
    • Simple comprehensive
      reporting
  • Public Class Dates for Dealing With Difficult People in the Workplace

    Details:

    • Time: 9:00 a.m. - 4:30 p.m.
    • Small classes, average 5 people, max 16
    • Click a date below to book
    • Prices excl. GST
    • Pay on Invoice or by Credit Card

    Questions:

    Inclusions:


    Top Trainer

    Certificate

    Lunch &
    Refreshments

    Printed Courseware

    Or go paperless
    Location Date 1 Date 2 Date 3 Date 4
    Auckland
    338 Ponsonby Road Ponsonby 1011
    Oct 13
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 11
    1 day course
    $495.00
    Click to book
    Filling fast
    Feb 19
    1 day course
    $495.00
    Click to book
    Filling fast
    Apr 9
    1 day course
    $495.00
    Click to book
    Filling fast
    Wellington
    Level 8, 11 Hunter Street Wellington 6011
    Oct 13
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 11
    1 day course
    $495.00
    Click to book
    Filling fast
    Feb 19
    1 day course
    $495.00
    Click to book
    Filling fast
    Apr 9
    1 day course
    $495.00
    Click to book
    Filling fast
    Christchurch
    13 Stanley Street, Sydenham Christchurch 8023
    Oct 13
    1 day course
    $495.00
    Click to book
    Filling fast
    Dec 11
    1 day course
    $495.00
    Click to book
    Filling fast
    Feb 19
    1 day course
    $495.00
    Click to book
    Filling fast
    Apr 9
    1 day course
    $495.00
    Click to book
    Filling fast
Not exactly what you needed? Try other courses in the Personal Development Courses Category

 
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Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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