Dealing with Difficult People

1 Day
Nottingham 9th Jan 2025
3rd Jan 2025
5.5 hours

Course Overview

This dealing with difficult people course helps identify difficult personality types and how to deal with them effectively and provides the skills necessary for dealing with hard-to-handle people.

This Dealing with Difficult People course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Dealing with Difficult People London
Dealing with Difficult People Manchester
Dealing with Difficult People Nottingham
Dealing with Difficult People Birmingham
Dealing with Difficult People Bristol
Dealing with Difficult People Edinburgh
Dealing with Difficult People Leeds

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Advanced Customer Service for the Public Sector
Managing Difficult Staffing Situations
Handling Difficult Conversations Confidently - Half Day (pm)
Managing Sickness And Absences
Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

09:30 - 10:00 Coffee – Course and Personal Objectives

10:00 - 10:30 A Difficult Exercise

10:30 - 11:00 Who’s Being Difficult and Why?

11:00 - 11:15 Coffee

11:15 - 11:45 People Skills – KASH or CARD?

11:45 - 13:00 Social Styles and Behaviour

13:00 - 13:45 Lunch

13:45 - 15:15 Communication - Negative Words/Danger Phrases
- Winning Words/Power Phrases
- Assertive Communication

15:15 - 15:30 Coffee

15:30 - 16:00 Why Does a Customer Complain?
Dealing with Complaints

16:00 - 16:15 Structure for a Difficult Conversation

16:15 - 16:30 What Next? - Summary & Action Plans Agreed

Testimonials

Good structured course. Well presented. Very informative.

Martyn Thomas, Safran Landing Systems UK Limited

I have really enjoyed today's training. Anna's delivery of the course was wonderful. It was easy to understand and she made the whole experience very worthwhile. Being in a very small group addded to the experience in a positive way.

Lynn Osborne-Moore, Al-Maktoum College of Higher Education

Fascinating and very useful.

Matt Pugh, Hägen Wolf

Enjoyable course, relevant to all situations.

Suzie Cornick, Averys Wine Merchant

Excellent course delivered at a very high standard.

Wesley Price, Itel Electronics Ltd

I have picked up some very useful life skills.

Chisara Eluka, NHS Employers

Really interesting and beneficial - thank you!

Rachel McGuigan, Bradshaws Direct

Valeria was an excellent trainer. Really enjoyed the course that was delivered.

Tomas Bryan, PJ Carey (Contractors) Ltd

Overall very impressed with the delivery of the course.

Chantelle Gumbs, Godrej UK

Brilliant course, tailored to individual needs!! Thank-you.

Sarah Baker, Sanctuary Housing Association

Excellent trainer. Professional and personable.

Rossidar Issimdar, Royal Bank of Scotland

Enjoyable day. Interesting insight into behavioural styles. A good session with some effective styles to change the way we use words and how I deal with people with different styles.

Louise Walker, Burton Hospital NHS Trust

Brilliant

Victoria Giblin, NHS

Excellent - well organised. Thoroughly enjoyed.

Anne Dancey, NHS

Course was very good.

Deana Woodward, Hillarys

I found today to be a very rewarding training session.

Nick Betts, University College Birmingham

Very well presented, engaging & informative. Thank-you.

Martin Bennett, University College Birmingham

Trainer was excellent.

Debbie Austin, University College Birmingham

Best course attended yet, trainer kept it interesting and fun throughout.

Rachel Farrell, University College Birmingham
It was great, could not be better
Yasser Alloqmane, Ringley
The content of the day was excellent, everything was covered clearly and thoroughly
Ben Brooks-Wilkin, S & B Herba Foods Ltd
Very good course overall. Trainer got message across very well with good humour and examples
Gavin Ivery, Gillette Uk Ltd
Extremely useful course, very happy the material was adapted to suit delegates needs. Great, beneficial day
Louise Seavons, DLA
Very good course, common sense approach.
Natalie Ives, Savills Insurance Services
Initially I thought the trainer was a bit overly erring towards touchy, feely stuff BUT realised it was actually very beneficial and useful. A lot of class participation - Great!
Lynne Madgwick, National Air Traffic Services

Benefits

  • Recognise classic profiles of difficult people and strategies for handling them
  • Pre-empt challenging situations and avoid escalating them further
  • Recognise personality types with which you may clash
  • Handle aggressive behaviour
  • Calm angry, upset and unresponsive individuals
In-Person Training
Live Virtual Training
Book your place on one of our scheduled courses...
9th Jan 2025
Nottingham
£430.00
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10th Jan 2025
Manchester
£430.00
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14th Jan 2025
Birmingham
£430.00
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17th Jan 2025
London
£430.00
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22nd Jan 2025
Birmingham
£430.00
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23rd Jan 2025
Bristol (Clifton)
£430.00
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23rd Jan 2025
Manchester
£430.00
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28th Jan 2025
Bristol (Clifton)
£430.00
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29th Jan 2025
Edinburgh
£430.00
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31st Jan 2025
Leeds
£430.00
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View 92 more available dates
3rd Feb 2025
Nottingham
£430.00
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6th Feb 2025
Birmingham
£430.00
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18th Feb 2025
London
£430.00
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19th Feb 2025
Birmingham
£430.00
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20th Feb 2025
Leeds
£430.00
Places
25th Feb 2025
Bristol (Clifton)
£430.00
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25th Feb 2025
London
£430.00
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26th Feb 2025
Edinburgh
£430.00
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28th Feb 2025
Manchester
£430.00
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4th Mar 2025
Nottingham
£430.00
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6th Mar 2025
Birmingham
£430.00
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7th Mar 2025
Leeds
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13th Mar 2025
London
£430.00
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17th Mar 2025
Manchester
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18th Mar 2025
Manchester
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19th Mar 2025
Birmingham
£430.00
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20th Mar 2025
Leeds
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24th Mar 2025
Bristol (Clifton)
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27th Mar 2025
Edinburgh
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31st Mar 2025
London
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3rd Apr 2025
Nottingham
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10th Apr 2025
Edinburgh
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11th Apr 2025
Birmingham
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15th Apr 2025
Edinburgh
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22nd Apr 2025
London
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28th Apr 2025
Leeds
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Bristol (Clifton)
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30th Apr 2025
Leeds
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1st May 2025
Manchester
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2nd May 2025
London
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6th May 2025
Manchester
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8th May 2025
Nottingham
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12th May 2025
Birmingham
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22nd May 2025
Bristol (Clifton)
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28th May 2025
Leeds
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29th May 2025
London
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30th May 2025
London
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Manchester
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Edinburgh
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Leeds
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5th Jun 2025
Manchester
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6th Jun 2025
Edinburgh
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12th Jun 2025
Nottingham
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17th Jun 2025
Leeds
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18th Jun 2025
Birmingham
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19th Jun 2025
Leeds
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25th Jun 2025
Bristol (Clifton)
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2nd Jul 2025
London
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3rd Jul 2025
Edinburgh
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7th Jul 2025
Manchester
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9th Jul 2025
Bristol (Clifton)
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Places
10th Jul 2025
Nottingham
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Places
24th Jul 2025
London
£430.00
Places
28th Jul 2025
Manchester
£430.00
Places
29th Jul 2025
Birmingham
£430.00
Places
30th Jul 2025
Leeds
£430.00
Places
1st Aug 2025
Edinburgh
£430.00
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15th Aug 2025
Nottingham
£430.00
Places
18th Aug 2025
London
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Places
28th Aug 2025
Edinburgh
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Places
29th Aug 2025
Leeds
£430.00
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29th Aug 2025
Birmingham
£430.00
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9th Sep 2025
Bristol (Clifton)
£430.00
Places
9th Sep 2025
Manchester
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11th Sep 2025
Nottingham
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18th Sep 2025
London
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23rd Sep 2025
Bristol (Clifton)
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Places
26th Sep 2025
Birmingham
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Places
29th Sep 2025
Edinburgh
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3rd Oct 2025
Leeds
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7th Oct 2025
Manchester
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10th Oct 2025
Birmingham
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17th Oct 2025
Nottingham
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24th Oct 2025
Bristol (Clifton)
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3rd Nov 2025
Manchester
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3rd Nov 2025
Leeds
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6th Nov 2025
Edinburgh
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6th Nov 2025
London
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11th Nov 2025
Nottingham
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21st Nov 2025
Birmingham
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28th Nov 2025
Leeds
£430.00
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1st Dec 2025
Edinburgh
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1st Dec 2025
Leeds
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1st Dec 2025
London
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4th Dec 2025
Bristol (Clifton)
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8th Dec 2025
Manchester
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Birmingham
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Bristol (Clifton)
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24th Dec 2025
London
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Edinburgh
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...or create a training session that suits you using one of the options below.
Inhouse Training
1-5 delegates £1,100.00
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Each additional £100.00
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½ day on-site£750.00
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U-Choose Training
Per delegate£430.00
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Book your place on one of our online courses...
3rd Jan 2025
Full Day
£280.00
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29th Jan 2025
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
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12th Feb 2025
Full Day
£280.00
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26th Feb 2025
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12th Mar 2025
Full Day
£280.00
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26th Mar 2025
Free Virtual 30-Minute Taster (10.00-10.30)
FREE
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2nd Apr 2025
Full Day
£280.00
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30th Apr 2025
Free Virtual 30-Minute Taster (10.00-10.30)
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3rd Jun 2025
Full Day
£280.00
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3rd Jul 2025
Full Day
£280.00
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4th Aug 2025
Full Day
£280.00
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3rd Sep 2025
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6th Oct 2025
Full Day
£280.00
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3rd Nov 2025
Full Day
£280.00
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8th Dec 2025
Full Day
£280.00
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...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
1-2-1 Virtual Executive Coaching
½ day 1-2-1 virtually£600.00
1 day 1-2-1 virtually£950.00
U-Choose Virtual Training
Per delegate£280.00
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