Handling Difficult People And Situations

Intended audience:

3 or 6 hours

Small group workshop and practical  case study exercises

The objective of this course is to build the influencing and persuasion skills of trainees.


  • 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 and situations
  • Listening skills

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

The success measures for this course are:

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

The Training Team

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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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