All those who want to be more confident and professional when dealing with difficult ‘people’ situations at work – customers, colleagues or supervisors.

Effective teamworking and harmonious relationships are essential to the productivity of any organisation. Internal and external pressures – work or home-related – can result in people being rude, impatient, aggressive or uncooperative.

This 1-day course provides practical techniques to help you handle difficult and potentially confrontational situations confidently and effectively

By the end of the course, you will be able to:

• utilise your increased understanding of human behaviour and its effect on others
• utilise specific communication skills that help control difficult situations
• identify passive, aggressive and assertive behaviour – and the effect of this behaviour on others
• adopt an appropriate style of behaviour to handling difficult people.