Handling Difficult People and Situations Training Course

Be prepared for it with this Handling Difficult People course from PD Training. This course teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.

This Handling Difficult People and Situations training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers.

Contact us today for a group quote or register now into the next public course date.

Learning Outcomes
Course Outline
In-House
Training
  • Learning Outcomes - Handling Difficult People and Situations Training Course

    • Understand the personality profiles of difficult people
    • Learn to recognise the different types of difficult people in ones life
    • Develop a greater awareness of a difficult person's personal perspectives
    • Consider ones own beliefs & values
    • Learn to recognise ways difficult people contribute to situations
    • Understand the Degrees of Difficulty
    • Learn about 'First Response' and how to move past it to be more constructive
    • Consider 'Go', and 'No Go' options
    • Develop plans to deal with difficult people
    • Master the right words to use
    • Master the LEAD model for a better outcome
    • Understand the use of AI (Appreciative Inquiry)
    Duration: 1 day course
    PD Training customer feedback infographic with average of 9 out of 10



    Reviews

    Handling Difficult People and Situations Training Course Reviews:

    I was very impressed at how helpful the pd training staff were while organising the training course. The confirmation and follow-up calls were much appreciated.
    Freshcare Ltd
    I enjoyed the swap around and think this could have been done a few times to mix up the group activities.
    Berri Barmera Council
    I found the course both useful & interesting... The presenter was great, lots of enthusiasm & energy.
    Berri Barmera Council
    Adrienne was a well organized and engaging presenter. It was great that both customer relations as well as staff/work colleague relations was covered in the course. The case studies in the workbook were detailed and the group work was especially worthwhile.
    Berri Barmera Council
    Trainer was Excellent and Knowledgeable in the subject.
    Hindmarsh Shire Council
    The trainer was excellent and well presented the material. I recommend this to run every year and to have all staff in it rather a selected staff level. To improve Nedlands internal customers service level I think this is a great start. Thanks.
    Nedlands City Council
    I really enjoyed the course as I found that the skills I had enabled me to do my job most satisfactorily, however, the course gave me more confidence to deal with more challenging clients. Thank you Michaela, for an inspiring session and afternoon.
    Office of the Public Advocate
    I appreciated the opportunity to go through any particular incidences/situations in which we had to deal with a difficult person. I now understand how to better handle the situation; before, during and after. Thank you Mike!
    Tourism Council WA
    Loved it! Would highly recommend it to others.
    Arjohuntleigh
    Three members of my team did the training. They raved about the trainer who they said was exceptional. They liked the very small class (only four participants) and thought everyone should do the course.
    Arjohuntleigh



  • Course Outline - Handling Difficult People and Situations Training Course

    Download Handling Difficult People and Situations Training Course Outline

    Foreword:

    Under certain situations, some people become difficult to handle because they refuse to cooperate and understand. Difficult people may contribute negatively to situations and people, but they need to be handled rationally and positively so that the damage they can cause is reduced or averted. Handling Difficult People and Situations Training Course includes identifying difficult people, judging their impact on others and the environment, influencing difficult people towards positive outcomes, and controlling one’s own behavior. It involves the use of understanding and techniques to handle negativity with positivity.

    Even with strong interpersonal communication skills, conflict can, and will, happen.

    Be prepared for it with this Handling Difficult People course from PD Training. This courses teaches practical take away tools that can be used immediately to handle difficult situations calmly and effectively.

    Handling Difficult People and Situations Training Course - Lesson 1
    The Difficult People in Your Life
    • The Difficult Person in Your Life
    • Personality Profiles of Difficult People
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 2
    How You See and Hear Difficult People
    • How I Contribute to the Problem
    • Beliefs
    • Values
    • Preferences/World View
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 3
    The Power of a Difficult Person
    • Degrees of Difficulty
    • Favourite Difficult Person
    • First Response
    • Getting Past the First Response
    • Go, No Go
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 4
    Making a Plan and Finding the Words
    • Planning to Deal with Difficult People
    • Strategies for Dealing with Different Types
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 5
    Leading a Difficult Person to a Better Outcome
    • The LEAD Model
    • Listen
    • Explore
    • Attend
    • Deliver a Solution
    • Being the Difficult Person
    • Appreciative Inquiry
    • Part Summary
    Handling Difficult People and Situations Training Course - Lesson 6
    Review and Application
    • Review and discuss lessons learnt
    • Plan applying techniques in different situations and with different people
    • Consider differences between dealing with customers and internal team members

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training
    Conferences
    Conferences

    Choose the Training Location


    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
 
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Pre-Class Activities | Always Available Courseware | On Demand Support

org' ment vt. sounds like augment

1. to make greater;

2. to increase impact

Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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