Managing Difficult People & Situations

Course Description


This course provides delegates with a practical set of strategies to effectively manage difficult people & situations.

Specifically, the course will:

  • Promote correct mindsets and approaches to handle difficult people & situations;
  • Underscore how personal responses can fuel or defuse volatile situations, hence the need to control reactions to aggressive & abusive customers;
  • Improve competency and confidence in deploying strategies to defuse emotionally-charged situations;
  • Reinforce the importance of adopted communication style(s) when addressing difficult people & situations;
  • Define suitable telephone protocols & etiquette to deliver excellent customer service;
  • Build personal resilience moving forward.

Delivery Mechanisms: Lecturing/Group Discussion/Case Studies/Practical Exercises.

Course Content

  • Understanding difficult behaviour;

  • Evaluating responses to difficult people & situations;

  • Strategies to develop an empathetic & professional mindset;

  • Essential telephone protocols & etiquette;
  • Essential communication skills & styles;
  • Understanding types of difficult people and the strategies they require;
  • Course Summary.

Got a Question?

Call us now: +44 28 9024 2622
Email: enquiries@elitetraining.com

Upcoming Courses

Training Formats:

Online tutor-led classes
Private closed courses
Public courses
Customised courses

Make an Enquiry


We offer a free 1hr no-obligation consultation by phone or Zoom (or at your premises if in greater Belfast) to discuss your requirements.