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Dealing with Difficult People in the Workplace

  • Length 1 day
Course overview
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Why study this course

Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefitting from confrontation because you can now manage difficult people and situations with ease. After attending this life-changing course you’ll be empowered to better manage difficult people and situations.

You'll learn how to discover the root causes of conflict, how certain behaviours impact others, and learn specific strategies to deal with difficult people in an appropriate manner. Whether it’s a conflict involving customers, staff, or management, you’ll be equipped with the tools and techniques to approach others, reach a resolution, and prevent further issues going forward. You'll also have an opportunity to plan and practice your situational management skills so you feel empowered to handle any workplace conflict.

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What you’ll learn

After completing this course participants will be able to:

  • Identify root causes of difficult behaviour

  • How to approach and manage difficult people

  • Understand particular types of behaviour

  • How to deal with passive and aggressive behaviour

  • Dealing with workplace conflicts

  • Recognise different attitudes

  • Handle stressful situation

PD Training at DDLS

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
DDLS partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

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Quality instructors and content

Expert instructors with real world experience and the latest vendor- approved in-depth course content.

Partner-Preferred Supplier

Chosen and awarded by the world’s leading vendors as preferred training partner.

Ahead of the technology curve

No matter your chosen technologies or platforms, we can help you stay one step ahead.

Who is the course for?

This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.

Course subjects

Lesson 1: The Three Ds

  • Welcome

  • What do we find challenging about others?

  • Diversity, Divergence and Division

  • The Relationship Spectrum

  • Reflection

Lesson 2: It all starts with me

  • My Profile

  • My Response

  • Reflection

Lesson 3: Communication is Key

  • Dealing with Passive and Aggressive Behaviour

  • Responding Assertively

  • Reflection

Lesson 4: Dealing with Particular Behaviours

  • Bullies

  • Discrimination

  • Gossips

  • Dealing with Particular Types of Behaviour

  • Reflection

Lesson 5: Reasonable and Unreasonable Managers

  • Reasonable Management Action

  • Emotional Intelligence and Difficult Managers

  • Reflection

Lesson 6: Self-Preservation

  • Monitoring signs of stress

  • Allies and Mentors

  • Tips for Dealing with Challenging People

  • Reflection

Lesson 7: Reflections

  • Create an Action Plan




DDLS offers training through our partnership with PD Training. This arrangement requires DDLS to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by DDLS is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.

Request Course Information

By submitting an enquiry, you agree to our privacy policy and receiving email and other forms of communication from us. You can opt-out at any time.