Managing Difficult People / Situation

Duration: 1 day

Managing Difficult People & Situations

  • Issues, Causes & Consequences of Difficult Types – A look at how issues arise and our own part in this
  • Types of difficult situation and people: A review of the different types we are likely to come up against
  • Being Self Aware – Acknowledging that our own behaviour plays a part in how others respond
  • Our Two Minds – A look at our rational and emotional mindsets, how they work and how we can face an ’emotional hijack’ at times
  • Stimulus & Response – Demonstrating that we do have the ability to choose our response and ultimately influence the outcome of communication
  • Attitude & Behaviour Cycle – How our attitude affects our behaviour and in turn other people’s attitude and behaviour
  • Triggers – Determining what ‘sets people off’ and how to avoid the pitfalls

  • Communication – A look at the barriers to communication, whether a discussion is based on fact or feeling and choosing the best behavioural approach to deal with each situation or person
  • Managing Expectations (Emotional Bank Account) – Building a positive basis for relationships and so improving communication with all
  • Defusing & Calming – Looking at how situations escalate and methods of ensuring communication takes place from a positive position
  • Recommended protocols when handling abusive people – When and how to terminate conversations in the most professional way “leaving the door open” for future communications
  • Skills Practice throughout – Opportunity throughout to put all the tools learnt into practice with feedback from other delegates and tutor


An initial 1hr consultation, to discuss training requirements, is free of charge, with no obligation to book. If your organisation is based within the greater Belfast area this can take place at your premises, otherwise the consultation will be by telephone.

Training Inquiries

To book any of our courses, please contact us on:
T: +44 (0) 28 9072 6050
F: +44 (0) 28 9072 6060

Our Promises To You

  • We will only use very experienced and highly trained consultants who will deliver results and add value to your project.
  • Put 100% commitment and effort into every project regardless of size and value of the contract
  • Provide a value for money, quality service.