Dealing With Difficult People in the Workplace

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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.

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 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 day course



    Reviews

    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."

    LIC

     

    "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 Outline

    Foreword:

    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
    Self-Preservation
    • Monitoring signs of stress
    • Allies and Mentors
    • Tips for Dealing with Challenging People
    • Reflection
    Dealing With Difficult People in the Workplace - Lesson 7
    Reflections

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    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
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    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.

    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.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    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
  • Public Class Dates for Dealing With Difficult People in the Workplace

    Details:

    • Time: 9:00 AM - 4:30 PM
    • Small classes, average 5 people, max 16
    • Prices excl. GST
    • Lunch and refreshments included
    • Pay on Invoice or by Credit Card

    Questions:

    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)
    Location Date 1 Date 2 Date 3 Date 4
    Auckland
    338 Ponsonby Road Ponsonby NZ 1011
    Jun 20
    1 day course
    $695.00
    Click to book
    Missed out
    Aug 16
    1 day course
    $695.00
    Click to book
    Filling fast
    Oct 11
    1 day course
    $695.00
    Click to book
    Filling fast
    Dec 3
    1 day course
    $695.00
    Click to book
    Filling fast
    Wellington
    Level 8, 11 Hunter Street Wellington NZ 6011
    Jun 20
    1 day course
    $695.00
    Click to book
    Missed out
    Aug 16
    1 day course
    $695.00
    Click to book
    Filling fast
    Oct 11
    1 day course
    $695.00
    Click to book
    Filling fast
    Dec 3
    1 day course
    $695.00
    Click to book
    Filling fast
    Christchurch
    13 Stanley Street, Sydenham Christchurch NZ 8023
    Jun 20
    1 day course
    $695.00
    Click to book
    Missed out
    Aug 16
    1 day course
    $695.00
    Click to book
    Filling fast
    Oct 11
    1 day course
    $695.00
    Click to book
    Filling fast
    Dec 3
    1 day course
    $695.00
    Click to book
    Filling fast

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

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

 
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