Managing Difficult People and Dealing with Conflict

“People are not difficult, however their behaviour can be” and whilst conflict can be healthy, problems can arise when it is not dealt with effectively.

The Managing Difficult People and Dealing with Conflict workshop is designed to help you successfully negotiate those difficult interactions and seemingly impossible situations which if not handled effectively, can cause misery, frustration and ultimately affect performance. This workshop will also explore how and why conflicts arise and how conflict can be prevented. The course will provide practical guidance and skills to increase confidence and deal effectively with difficult behaviours and conflict situations.

Who is the course aimed at?

All employers, employees and private individuals who may encounter difficult behaviours or conflict in their daily life.

Course Objectives/Key Benefits

On completion delegates will have:

  • An understanding of why people act and react as they do
  • Identified appropriate responses to difficult behaviours
  • Developed techniques for handling negative emotions
  • A greater understanding of what constitutes conflict and why it occurs
  • Effective strategies and increased confidence for dealing with difficult behaviours and resolving conflict.
Course Content

Managing Difficult People and Dealing with Conflict Course Content

  • Why difficulties arise and why people act and react as they do
  • Different types and patterns of behaviour
  • Identifying individual behaviour styles
  • Identifying hidden provoking verbal and non verbal behaviours
  • Staying calm and remaining in control
  • Building rapport, the key to influencing
  • Tactics for diffusing provoking behaviour
  • One to one and team conflict
  • Choosing your response for different types of behaviour and situations
  • Action planning and setting realistic goals for change

Training method:

Workshop – questionnaires, partner and group exercise, demonstrations and practice, discussion and evaluation.

Course outcome/qualification:

Certificate of Attendance.

Entry Requirements

There is no pre-requisite knowledge or qualifications needed to enrol on this course.

Managing Difficult People and Dealing with Conflict
Duration1 day
CampusColchester Institute
PricePrice per delegate: £190+VAT | Company Course: Price on Application


All Fees and prices shown on the website are for courses starting in the 2018-19 academic year and correct at the time of entering/printing information, however these may be subject to change. The College cannot accept legal or financial liability as a result of any such changes. Fees for courses starting in the 2019-20 academic year will be added to the website from June 2019.

The course information describes programmes offered by Colchester Institute. The College takes all reasonable steps to provide courses as described, but cannot guarantee provision. The information is for guidance and does not form any part of a contract.

The College reserves the right to update and amend information as and when necessary. Colchester Institute will do its best to provide the courses shown, but may have to modify or withdraw a course depending on customer demand and other factors.

(Leisure Courses)