This course provides you with the tools, techniques and an understanding that will empower you with the ability to deal with difficult people in an appropriate manner.

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      To be successful in dealing with personal conflicts in the workplace you must learn to first understand human behaviour, reflect on its causes and know how certain behaviours impact others. Knowing how to approach difficult people with an understanding of these drivers will help you to overcome negativity by utilising positivity. Whether its dealing with difficult customers, staff or management, anyone will benefit from the skills taught in this course.


      Course Content:



      Lesson 1: Getting Started


      Pre-Assignment Review

      Workshop Objectives


      Lesson 2: Conflict as Communication

      Defining Conflict



      Lesson 3: Benefits of Confrontation

      To Talk or Not to Talk

      Determining Your Involvement

      Reciprocal Relationships


      Lesson 4: Preventing Problems

      The Importance of Empathy

      Dangerous Misconceptions


      Lesson 5: Getting Focussed

      Getting to the Heart of the Matter

      The Three F's


      Lesson 6: Managing Anger

      Coping Strategies

      Guidelines for Assertive Anger


      Lesson 7: Dealing with Problems

      Dealing with Problems

      Causes of Difficult Behaviour


      Lesson 8: The Three-Step Conflict Resolution Model

      The Three-Step Model

      Getting the Hang of Things


      Lesson 9: Practice Makes Pretty Good

      Making Connections


      Lesson 10: Changing Yourself

      Negative vs. Positive Interactions

      Dealing with Negative Feelings

      Lesson 11:  Why Don't People Do What They Are Supposed To?

      The big Questions


      Lesson 12:  Stress Options to Use When Things Get Ugly

      Belly Breathing



      Acupressure and Massage


      General Coping Thoughts When things get Messy

      Additional information

      After completing this course, participants will have learned to:


      See conflict as communication

      Benefit from a confrontation

      Prevent problems

      Get focused

      Deal with theirs and others' anger

      Deal with problems

      Understand and use the three step conflict resolution model

      Change yourself depending on the situation

      Understand people's behaviours and motives

      De-stress when things get ugly.

      Identify causes of difficult behaviour

      Counter negativity with positivity

      Discuss problems in groups

      Use assertive anger

      Plan and practice to handle difficult situations successfully

      Presented By

      Event Information

      When:  Monday 11th November, 2019, 1.00 pm-4.00 pm
      Where:  Level 3, 15 Daly Street, Lower Hutt
      Fee:  $395 +GST (usually $695 +GST)
      RSVP:  Click on register word above