Dealing with Difficult People & Challenging Situations
Difficult people and challenging situations training for professionals who need to remain calm, confident and constructive under pressure. This practical programme builds emotional awareness, resilience and effective response strategies. Participants learn how to manage conflict, handle strong behaviour, protect relationships and address issues early, enabling them to stay in control and resolve challenging interactions positively in real workplace situations.
Description
The programmes within this Personal Development pillar are not “off-the-shelf” courses. They are designed as a menu of development options that can be combined, adapted and shaped to reflect what is really happening for individuals and teams within your organisation. What begins as a request for confidence, resilience or mindset support often reveals something deeper – identity, self-belief, emotional commitment or the ability to navigate change.
These outlines are therefore best read as catalysts for discussion – prompts to help you reflect on how people see themselves, how they show up at work and what inner shifts are required to unlock stronger performance and fulfilment. In practice, the most effective solutions often draw on complementary elements from across our other pillars – Communication, Management and Leadership, Business Development and Senior-Level Leadership and Talent Development. Every intervention we deliver is built in partnership with you, around your culture, your people and the outcomes you need to achieve.
Course Objectives
By the end of the programme participants will be able to:
- Identify common sources of difficult behaviours
- Communicate assertively and constructively under pressure
- Manage their own emotions and stress responses
- Use conflict resolution techniques to improve outcomes
- Strengthen rapport and trust with those they find challenging
- Build resilience and maintain professionalism in difficult moments
Course Outline
1. Understanding Behaviour in Challenging Situations
- Why difficult behaviours occur
- Recognising triggers and patterns
2. Communicating to Reduce Tension
- Active listening and maintaining respect
- Assertive expression of needs and boundaries
3. Emotional Self-Management
- Staying composed in pressured conversations
- Practical mechanisms for emotional control
4. Conflict Resolution Approaches
- Finding solutions that benefit both sides
- Moving discussions forward with clarity and fairness
5. Building Positive Interaction
- Strengthening rapport where trust is low
- Encouraging collaboration and mutual respect
6. Personal Resilience and Wellbeing
- Techniques to manage stress and prevent escalation
- Reinforcing professional behaviour under pressure
Prerequisites
There are no specific prerequisites for this course.
Related Certifications
Attendees may also be subsequently interested in
- Managing Effective Performance Reviews
Who should attend
This programme supports professionals who:
- Manage or influence others
- Work with customers or stakeholders
- Encounter interpersonal conflict or resistance
- Want to strengthen emotional control in high-pressure scenarios
Relevant to all roles and industries.
Contact us to train your team
Looking to upskill your team? We offer tailored training designed around your needs. Flexible formats, expert instructors, real impact. Get in touch — your next training starts here.
