Dealing With Difficult People in the Workplace Training - 2018 Course

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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.

Your 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: 1.0 day course


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 Training - 2018 Course 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 We’ll focus on what matters most to you and tailor to your context

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
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Personal Development Courses Category

Dealing With Difficult People in the Workplace Training - 2018
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