Dealing With Difficult People in the Workplace - 2018

Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. After attending the Dealing With Difficult People in the Workplace training course with PD Training you’ll be empowered to better manage difficult people and situations.

In this life-changing course 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. This training course provides you with an opportunity to plan and practice your situational management skills so you feel empowered to handle any workplace conflict.

This enlightening personal development course is available in Brisbane, Sydney, Melbourne, Adelaide, Canberra, Parramatta and Perth, or via instructor-led training online.

Click the Public Class tab below to view the course schedule, or click In-House Training to request a quote for group training at your preferred location.

Learning Outcomes
Course Outline
  • Learning Outcomes - Dealing With Difficult People in the Workplace - 2018

    After completing this course, participants will have learned to:
    • See conflict as a type of communication
    • Benefit from a confrontation
    • Prevent re-occurring problems
    • Get focused on solutions
    • How to deal with your own and other peoples anger
    • Deal with relationship issues
    • Use the three step conflict resolution model
    • Understand other people’s behaviours and motives
    • How to de-stress when things get ugly
    • Identify root causes of difficult behaviour
    • Counter negativity with positivity
    • Use assertive anger in a positive manner
    Duration: 1 day course
    PD Training customer feedback infographic with average of 9 out of 10


    Dealing With Difficult People in the Workplace - 2018 Reviews:

    "I have been struggling with an employee, not knowing how to deal with them. Yesterday's training made my role much clearer and I will feel more confident in dealing with this person."

    Kalwun Development Corporation


    "Joseph is a great Trainer, he is open and encouraging, he is forthcoming with his explanations and knowledge of the subject matter.



    "I have done a few of these courses and this trainer was by far and away the best. Her humour, her pace of the course, content coverage and her inclusion of all participant (even the most reticent)was outstanding."

    -Beatty Park Leisure Centre


    "Very good training, enjoyed learning about other personality types in workplace."

    -The Institute of Public Accountants


    "The course content was delivered well and I will take on some of what I learnt. I enjoyed the open discussions we had but come to the conclusion that some things are not fixable."

    -R J Sanderson Associates


    "Jo was one of the best trainers I have experienced, and was very knowledgeable about the subject and keen to assist with personal issues relevant to the individual."

    -Rottnest Island Authority


    "The course content and how it was delivered has given a better and meaningful insight to the different personalities which exist within the team at the venue and therefore the general impact on how this can impact on the delivery of the requirements of the day to day business activities."

    "Anne was a great trainer. Very responsive and quick on her feet so was able to integrate what our team was saying and make the content relevant to our situations."

    -Qudos Bank Arena


    "I found the course very useful for my role. I will be able to use all of the techniques within my work to improve in my role."

    -Bond University


    "The facilitator mad ea great effort to get to know our organisation and appropriately tailored the content of the course, and provided good examples."

    -National Accreditation Authority for Translators and Interpreters


    "Couldn't have asked for a better, more enthusiastic, knowledgeable trainer, very happy to have Joe return to complete future training with our Company."

    -Robson Civil Projects


    "Most useful part was guiding me in the best way to respond to difficult people. I am very unlikely to open/read the manual but have referred to the one pager hand out a few times already when sharing my learnings with colleagues."

    -ThoughtWare/i.on my


    "Overall the course was great. Derrick kept you entertained and interested, which surprised me. As I thought I would find it hard to stay focussed."

    -Sicame Australia Pty Ltd


    "Derrick was extremely sensitive to our needs on the day. He was very perceptive to subjects that we needed to speak about on the day, adjusting his training to suit us. Very well done"

    -City of Gold Coast


    "Our trainer Josh perfectly executed the session and his communication and enthusiasm was so engaging, which inspired everyone to get involved. It was such a brilliant session and the agents got so much out of it."

    "Josh was very engaging and informative - highly enjoyed his training session."

    -Catch Group


    "The training was beneficial to all staff members that attended. Customer service is one of our main priorities and the knowledge/skills we have gained from this training will improve Customer Service Excellence at the Shire of Murray. The trainer was very knowledgeable and enthusiastic which made the training interesting. It was good that the personality profile and training manuals had a lot of information."

    "Got everyone talking, working together and sharing different ideas to the rest of the group."

    -Shire Of Murray


    "Troy was a great facilitator that new his content and kept us engaged throughout the training. Keep up the good work Troy!"

    -Elgas Limited - NSW


    "Found the trainer fantastic, kept on track and engaged. The course was relevent and meet all my expectations. Highly recommended and discussed this with my colleagues when I returned to my workplace. 5 STARS"

    -City of Gold Coast


    "It is such a busy time of year & I wish I had more time to review the ground (& notes) covered by the course, to help consolidation. But I was determined to attend as it is an area that has already caused me problems, and I am very pleased I was able to rearrange my timetable so I could make it. And the notes (from my quick glance) are easy to read, review and absorb, tools I know that will be useful well down the track as I negotiate the inevitable challenging issues ahead of me. The energy, knowledge, empathy, commitment and common sense of the trainer was also impressive and an inspiration."

    -National Library Of Australia


    "I have also let the other Staff members know that they may benefit from this second course as well."

    -Brisbane Counselling Centre


    "Good the class numbers were only 4. A review of the personality types was good. Was able to look at a different personality type in my workplace and look at some differing approaches I could take to work with their priorities and perceived view of how to address some tasks."

    -Department of Mines, Industry Regulation and Safety

    "Thoroughly enjoyed the day. I thought the content was most relevant and I found that I can definitely apply the learnings within my work environment."

    "Most - exploring communication styles and understanding how others communicate. Practicing the I statements was great too. Least - For me the body language and type of questions was not useful due to my own experience however I found the trainer to deliver this appropriately with not too much time allocated to the topic."

    QLD Department of Corrective Services


    "It helped me to understand my own behavior more, I have really thought about what categories the people around me would fall into and how I can deal with them better."

    MAPEI Australia


    Australian Communication Exchange logo
    The Trainer was knowledgeable and approachable.

    -Australian Communication Exchange

    Beatty Park logo
    its very useful for costumer service at work.

    -Beatty Park Leisure Centre

    Australian Communication Exchange logo
    I personally found this course very informative. I am new to a Team Leader role and have not had to deal with any person on a difficult manner at this stage. So getting some well informed strategies to assist in the future was very useful with this course. Thanks to Derrick for the opportunity.

    -Australian Communication Exchange

    University of Queensland logo
    Derek was very knowledgeable, friendly and welcoming to everyone in the group. He was positive and helpful and enthusiastic about the course content and the company he represents. I would recommend this course and your company to anyone requiring this type of training.

    -UQ Properties and Facilities

    University of Queensland logo
    Overall, the experience I had with pdtraining was positive. The trainer (Derrick) was wonderful, knowledgeable and he delivered exactly what was asked of him.

    -UQ Properties and Facilities

    University of Queensland logo
    Through the activities, I was able to better understand the various personalities of my colleagues and current/potential clients, and the type of strategy to use in each situation. Derrick was a great trainer and very knowledgeable in his field.

    -UQ Properties and Facilities

    More happy clients

  • Course Outline - Dealing With Difficult People in the Workplace - 2018

    Download Dealing With Difficult People in the Workplace - 2018 Outline


    During this Dealing with Difficult People in the Workplace training course, participants will learn how to approach, engage and better manage difficult people, while also learning how to understand and influence them so that a successful resolution can be achieved without creating negative feelings or damaging relationships.


    The course includes training in recognising attitudes and actions that impact others, using effective management techniques to deal with difficult people, using tools to deal with anger, developing coping strategies, understanding motives and behaviours and much more.


    Dealing With Difficult People in the Workplace - 2018 - Lesson 1
    Course Overview
    Dealing With Difficult People in the Workplace - 2018 - Lesson 2
    Conflict as Communication
    • Defining Conflict
    • Self-Assessment
    Dealing With Difficult People in the Workplace - 2018 - Lesson 3
    Benefits of Confrontation
    Dealing With Difficult People in the Workplace - 2018 - Lesson 4
    Preventing Problems
    • Overview
    • Group Discussion
    Dealing With Difficult People in the Workplace - 2018 - Lesson 5
    Getting Focused
    • Getting to the Heart of the Matter
    • The Three F’s
    Dealing With Difficult People in the Workplace - 2018 - Lesson 6
    Managing Anger
    • Coping Strategies
    • Guidelines for Assertive Anger
    Dealing With Difficult People in the Workplace - 2018 - Lesson 7
    Dealing with Problems
    • Dealing with Problems
    • Causes of Difficult Behaviour
    Dealing With Difficult People in the Workplace - 2018 - Lesson 8
    The Three-Step Conflict Resolution Model
    • The Three-Step Model
    • Getting the Hang of Things
    Dealing With Difficult People in the Workplace - 2018 - Lesson 9
    Practice Makes Pretty Good
    • Planning
    • Practice
    Dealing With Difficult People in the Workplace - 2018 - Lesson 10
    Changing Yourself
    • Negative vs Positive Interactions
    • Dealing with Negative Feelings
    Dealing With Difficult People in the Workplace - 2018 - Lesson 11
    Why Don’t People Do What They Are Supposed To?
    Dealing With Difficult People in the Workplace - 2018 - Lesson 12
    De-Stress Options to Use When Things Get Ugly

  • 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

    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.

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Dealing With Difficult People in the Workplace Training - 2018
4.72 out of 5 from 319 responses
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