Managing Conflict and Difficult People **2019 dates**

Who is this course aimed at?

Anyone who has to deal with conflict and/or difficult people in the workplace.

Do you need previous experience or qualifications to attend this course?

None required

Course Content

This one day course provides an introduction to conflict resolution and teaches specific approaches in dealing with a variety of difficult personality types. The training aims to better equip staff with skills to deal with conflict  that they might encounter in the work situation. There are various types of conflict: healthy, acceptable and unacceptable. This course offers solutions in how to manage that conflict which is unacceptable and damaging to the business as well as the individuals involved.   Indeed, whether at work, in the family or socially, we are faced with differing perceptions, difficult personalities and breakdowns in communication. Being able to deal with such situations confidently enables employees to protect themselves in the face of confrontational behaviour.  The training encourages and empowers the individual to take control – identifying, defusing and redeeming a situation.   The skill of conflict resolution draws us closer to other people, as we jointly search for fair solutions and balanced needs. Difficult people are not necessarily “bad” people and the manner in which we address their difficult behaviour will dictate whether we can turn them around and help them, or offend them and increase the problem. This course will help delegates understand how people operate and how to respond to challenging behaviour in such a way as to create a “win-win” situation for all parties.


At the end delegates will be able to:   •     Understand the difference between acceptable and unacceptable conflict •     Identify the stages of conflict and how to identify the trigger-point •     Discern different types of conflict and how to neutralise them •     Utilise body language and communication skills to good effect •     Employ a strategy to manage conflict •     Explain the ten difficult person categories •     Demonstrate practical competence in dealing with the difficult people categories


No formal assessment, observations throughout the session

Car Parking

Available on site


Buffet lunch and Teas / coffees provided.


To make a booking please complete the booking form and return to Emma Codd at