Handling Difficult People and Situations Course – Classroom
Working effectively with customers and suppliers is crucial and requires strong interpersonal skills. Learn how to find common ground, manage emotions, and chart a productive path forward.
Course Overview
The customers and suppliers you need to work with effectively may be outside your company or in the next office. and you may not always see eye to eye. Even if you have strong interpersonal skills and common goals, conflict can happen. Make sure you know how find common ground, calm emotions and forge a productive path forward.
Who is it for?
This handling difficult people and situations course is designed for students who want to identify the difficult people in your life, understand how you see and hear difficult people, the power of a difficult person, make a plan and finding the words and leading a difficult customer to a better outcome.
Prerequisite
No prior experience is needed for this course, it is designed to support learners at every level.
What’s Included
- Professional Microsoft Certified Trainer
- CPD Accredited Classroom training in Small Groups for Max Focus
- Only Microsoft Approved Courseware and Exercise Files are used
- Free Assessment of Skills prior to booking
- Certificate of Completion & Complementary 12 Months Post Course Support
- 100% Money Back Guarantee & Price Match Guarantee
- Bespoke Courses & Group Discounts from £89 per person
Objectives
Upon successful completion of this handling difficult people and situations course, students will be able to:
- The Difficult People in Your Life
- How You See and Hear Difficult People
- The Power of a Difficult Person
- Making a Plan and Finding the Words
- Leading a Difficult Customer to a Better Outcome
Course Content
Handling Difficult People and Situations Course Content:
Lesson 1: The Difficult People in Your Life
- The Difficult Person in Your Life
- Personality Profiles of Difficult People
Lesson 2: How You See and Hear Difficult People
- How I Contribute to the Problem
- Beliefs
- Values
- Preferences/World View
Lesson 3: The Power of a Difficult Person
- Degrees of Difficulty
- Favorite Difficult Person
- First Response
- Getting Past the First Response
- Go, No Go
Lesson 4: Making a Plan and Finding the Words
- Planning to Deal with Difficult People
- Strategies for Dealing with Different Types
Lesson 5: Leading a Difficult Customer to a Better Outcome
- The LEAD Model
- Listen
- Explore
- Attend
- Deliver a Solution
- Being the Difficult Person
- Appreciative Inquiry
Delivery Method
Instructor led, group-paced, classroom delivery learning model with structured hands-on activities.
Certification
On completion on any of our courses you will receive the Certificate of Completion.
Handling Difficult People and Situations Course – Classroom
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Testimonials
Henry Sherwood Self-Employed
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How to Book & Pay for the Course
Book a course by giving us a call or using our simple and secure online booking system.
To book online you only need to provide a few details and you do not need to make an immediate payment at a time of a booking.
Payment Methods
Once you book a course, we will issue you an invoice. with the details of how to pay.
You can pay by bank transfer, cheque or card.
For Businesses (if required)
Supplier Registration – If you are a business, you will most likely need to add us to your approved supplier list. We are happy to send you all the details needed.
Purchase Orders (PO) – If your business uses a PO system to manage supplier invoices we are happy to comply. The best way is to get in touch with us.
Alternatively,
- If you already have a PO number, please add a PO number into Order Notes during booking on the booking form, and we will include PO number on your invoice.
- If you need an invoice to generate a PO number in your accounting system, please book a course as normal and add a note in the Order Notes that you will need a pro-forma invoice. We will issue a pro-forma invoice, which your accountants can use to generate a PO. Once we receive the PO, we will re-issue your invoice with your PO number.
Training Venues
Nottingham Training Centre
Nottingham, NG1 6LG
Birmingham Training Centre
Birmingham, B5 4DY
Bristol Training Centre
Bristol, BS1 5EH
Leeds Training Centre
Leeds, LS1 1PJ
Leicester Training Centre
Leicester, LE1 1RE
Liverpool Training Centre
Exchange Flags
Liverpool, L2 3PF
London Training Centre
8 Duncannon Street
London, WC2N 4JF
Manchester Training Centre
Manchester, M1 3DT
Milton Keynes Training Centre
Oldbrook
Milton Keynes, MK6 2TG
Sheffield Training Centre
Sheffield, S1 2EA
Top Negotiation & Conflict Management FAQs
Can the Training be customised to our organisation’s requirements?
What are the Course Timings?
- Start: 09:00am
- Morning break: 11:00am
- Lunch: 01:00pm
- Afternoon break: 03:00pm
- Finish: 05:00pm
This schedule applies to all 1-day, 2-day, and 3-day courses, whether delivered virtually, in the classroom, or on-site. For on-site training or larger group bookings, start and finish times can be adjusted to suit your organisation’s needs. To discuss a customised schedule, call us on 0115 958 6699 or complete our Request a Quote form and a member of our team will be in touch.
Can Training be delivered at our workplace?
Yes — we can deliver training directly at your workplace. Whether you require one-to-one sessions, group training, or fully bespoke on-site courses, we tailor the content and delivery to meet your organisation’s specific needs.
To arrange workplace training, call us on 0115 958 6699 or complete our Request a Quote form, and a member of our team will be in touch to discuss your requirements.
How is the Course structured?
Do I need any equipment for training?
For classroom training you typically don’t need to bring any equipment, unless we specifically advise otherwise. All necessary resources will be provided at our training centre.
For virtual training you will need a computer or laptop with the full version of the software relevant to your course. We also strongly recommend using a second screen, such as a tablet or smartphone, so you can complete exercises on your main device while viewing the virtual whiteboard or trainer’s screen on the second.
How do I know which level is right for me?
If you are unsure which course level best matches your current skills, we're here to help. Simply give us a call on 0115 958 6699, and one of our expert trainers or course advisors will guide you in choosing the most suitable training level for your needs.
How experienced are your tutors?
We pride ourselves on delivering high-quality training—something made possible by our exceptional team of tutors. All our trainers have extensive practical experience, specialist knowledge, and a strong background in teaching and training. Their expertise ensures that every course is engaging, relevant, and effective.
We’re happy to provide tutor profiles and references upon request—just get in touch.
Is there ongoing support after completing the course?
Absolutely! After completing your training, you’ll receive a range of post-course support materials, allowing you to revisit the content at your own pace. In addition, we offer 12 months of support, so you can ask questions, seek clarification, or get guidance as you apply your new skills in real-world situations.
We're committed to helping you continue your learning journey long after the course ends.
Will I receive a certificate upon completion?
Accreditations & Memberships
