Key Points
  • Understand different types of difficult behaviours and how to prevent and respond to them
  • Learn the different styles of resolving conflict
  • Adapt your communication style to help with challenging situations
  • Give effective feedback on behaviours
  • Practice your skills and techniques for dealing with challenging people during group-led discussions and activities.
  • Click Here to Secure your Place

The Handling Difficult People and Conflict Online Training is designed to help you deal constructively with challenges and maximise personal effectiveness at work.

This full day interactive workshop is suitable for everyone who may need to deal with difficult people at work including staff members, management teams and clients. You will have the opportunity to discuss challenging scenarios that you are experiencing with others to achieve positive outcomes. You will explore strategies for working with challenging people, communication styles and managing conflict to enable you to work effectively.

Course Leader:

Tony Cash is an expert on policy, strategy and risk management best practice. He is a former civil servant and his roles included Head of Strategy and Communications for the Joint Trade Policy Unit and Deputy Director, Department for Business internal training team. He has trained people in policy making best practice, better regulation, risk management and personal effectiveness across the UK and overseas.


09:45 - 10:00
Introductions and Approach to Day


10:00 - 11:15
Overview – Understanding the Challenge

  • The range of challenging situations and behaviours at work
  • Different types of conflict and when do they arise?
  • Perspective, attitudes and conflict
  • Understanding your power and influence
  • Your challenges and intended outcomes
  • How remote and hybrid working may increase the challenges

11:15 - 11:30
Morning Break


11:30 - 12:15
The Importance of Effective Communication

  • The importance of effective listening skills and non-verbal communication
  • How perception can create challenges
  • Flexibility in communication style and identifying your communication strengths
  • Communicating with different personalities
  • Assertiveness without aggression
  • Feedback skills
  • Influencing skills

12:15 - 13:00
Different Approaches to Conflict

  • Five styles of conflict management
  • Improving your approach to conflict

13:00 - 14:00
Lunch Break


14:00 - 15:00
Techniques for Dealing with Challenging People

  • The attitude, communication and behaviour needed for dealing with challenging people
  • Techniques for dealing with anger and aggression and other difficult behaviours, in different contexts
  • How to stay focused on what can be achieved
  • When you need to consider escalating to a higher authority for support and resolution

15:00 - 15:15
Afternoon Break


15:15 - 16:15
Challenging Scenarios

  • Discussion of challenging scenarios involving difficult people and conflict

16:15 - 16:25
Review of the Day

  • Questions and action planning

16:25 - 16:30
Close of Course




Tony Cash

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Venue details

Online Event Broadcast Live

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