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Handling Difficult People and Situations

Intended audience:
Business services team 

3 hours

Small group workshop, including case study exercises

The objective of this course is to build the participants’ people handling skills, including persuasion and influencing skills. 


  • Introduction
    • How I perceive myself versus how I am perceived by others
  • Persuasion and influencing
    • The process
    • Your ability to influence and persuade
    • Persuasion skills – credibility
  • Conflict resolution
    • Effective techniques for handling difficult people
  • Listening skills 

Case study exercises:
Participants work on practical case studies designed to simulate typical situations that they might encounter in their day-to-day work and will need to handle effectively.

The success measures for the course are that participants:

  • Recognise the relevant factors when dealing with difficult people and situations
  • Are able to apply the skills learnt effectively in their day-to-day work

For further information or to make a booking please contact fresh: telephone 01444 240 124 or email: Rachel Berry:

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To find out more or to book a course

Contact Rachel Berry by either using the contact us form, emailing, or calling 01454 550066

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