Dealing With Difficult People in the Workplace
Upcoming dates
Click a date to book online.
| Location | Nov 26 | Feb 27 | Apr 27 | May 27 |
|---|---|---|---|---|
| Auckland | ||||
| Wellington | ||||
| Christchurch |
Overview
Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. After attending the Dealing With Difficult People in the Workplace training course with PD Training you’ll be empowered to better manage difficult people and situations.
In this life-changing course you'll learn how to discover the root causes of conflict, how certain behaviours impact others and learn specific strategies to deal with difficult people in an appropriate manner. Whether it’s a conflict involving customers, staff or management, you’ll be equipped with the tools and techniques to approach others, reach a resolution and prevent further issues going forward. This training course provides you with an opportunity to plan and practice your situational management skills so you feel empowered to handle any workplace conflict.
Who should attend
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
Prerequisites
There are no prerequisites for this course.
What you'll learn
In this course participants will:
- Identify root causes of difficult behaviour
- How to approach and manage difficult people
- Understand particular types of Behaviour
- How to deal with Passive and Aggressive Behaviour
- Dealing with workplace conflicts
- Recognise different attitudes
- Handle stressful situation
Course content
During this Dealing with Difficult People in the Workplace training course, participants will learn how to approach, engage and better manage difficult people, while also learning how to understand and influence them, so that a successful resolution can be achieved without creating negative feelings or damaging relationships.
The course includes training in recognising attitudes and actions that impact others, using effective management techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviours and much more. The course includes a personality profiling tool report, which helps participants to better understand themselves and how to best interact with other personality types as well.
After completing this course, participants will have learned to:
Topic 1: Conflict and its Benefits
- What is Conflict?
- Avoidance as a Strategy
- Self-Assessment
- Analysing Difficulty
Topic 2: Understanding my Response to Conflict
- REACH Quadrants
- Conflict Styles
- Which Style?
Topic 3: Preventing Problems
- Recognising Misconceptions
- Preventing Problems
Topic 4: Maintaining Focus
- The Three Fs
- Applying the Three Fs
Topic 5: Managing Anger
- Coping Strategies
- Dealing with Other People's Anger
- Tips for Assertive Anger
Topic 6: Dealing with Problems
- Dealing with Problems
- Causes of Difficult Behaviour
Topic 7: Conflict Resolution Model
- Three Step Model
- Applying the Three Step Model
- Present Your Plan
Topic 8: Changing Yourself
- Dealing with Negative Feelings
Topic 9: Why People Don't Do What They Are Supposed To
- Why Don't People Do What They are Supposed To?
Topic 10: De-Stress Options When Things Get Ugly
- Positive Coping Thoughts
Common questions
When does Dealing With Difficult People in the Workplace next run?
The next date is Mon, 23 Nov 2026, and there are 11 further dates scheduled. Delivered ACE Training Auckland, ACE Training Christchurch, ACE Training Wellington. Every date and its format is listed on this page.
How much does Dealing With Difficult People in the Workplace cost?
From $750 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Can we pay by invoice instead of by card?
Yes. Choose 'Pay by invoice' when you book and we'll hold your place and send the invoice to your accounts address, with a purchase order number on it if you need one. You can also pay by card at the time of booking if that's easier.
Do I need any prior experience?
There are no prerequisites for this course.
Can I attend online, or does it have to be in a classroom?
This one runs in-class. If you'd rather it ran online or at your workplace, get in touch and we'll look at options.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code PDTD2431_C when you enquire.