• How to Manage & Work with Almost Anyone • Some Describe As - Chronic Complainers, Time Stealers, Emotional Vampires • How To Stay Calm Under Pressure

Dealing with difficult people and challenging situations in the workplace is unavoidable and a reality for many, whether they be senior management, among your peers or even clients or customers.

This engaging one-day programme is designed to build your confidence and capability when handling these situations professionally and effectively. Through practical tools, structured approaches and realistic scenarios, you will develop the skills to communicate clearly, manage conflict and respond calmly under pressure – enabling you to achieve better outcomes for yourself, your team and your organisation.

“The tutor was very good today and the course topics covered was what I was looking for and will be of great benefit both to my company and myself” - Tony Mills, Facilities Manager

“Excellent course, brilliant tutor” - Arlita Patalinghug, Occupational Health Nurse

Course Content

• What do we mean by “difficult People”? – Complainers – Non-compliant Staff – Angry Customers – Emotional Vampires
• Common Workplace scenarios – Managing direct reports who won’t engage or follow direction
• Handling negative attitudes, mood swings and conflict between colleagues
• Understanding behaviour vs intention
• The communication process – Where things go wrong
• Why people become defensive, resistant or aggressive
• Verbal & non-verbal signals – especially in tense situations
• How to stay calm under pressure
• Spotting early warning signs before escalation
• Assertiveness & Setting Boundaries
• Conflict Management in Practice
• Practical process for handling workplace conflict
• Managing – team tension – interpersonal conflict – multicultural / personality clashes
• Coping strategies and Staying in Control
• Managing your own stress, frustration and reactions
• Techniques for – staying calm in the moment – not taking things personally
• Building a positive, resilient mindset
• Preventative tactics – Avoiding repeat behaviours – reducing negativity in teams

Who Should Attend?

This course is suitable for anyone who needs to confidently manage difficult people or challenging workplace situations as part of their role. It will be particularly beneficial for managers, team leaders, supervisors, directors, CEO’s, operations managers, HR professionals, employee relations, customer service teams to name just a few.

Certification

On completion of this one-day training course, you will receive your Certificate of Attendance. Please note certificates are issued at the close of the training course to participants on completion of the course.

This course may qualify for CPD points. Please check directly with your association or awarding body to see how many points they will award.

Cost

An ‘Early Bird’ discounted rate of €499 is currently available. This training course normal rate is €599. Places are limited and are allocated on a first come first served basis. PLEASE NOTE THE EARLY BIRD RATE CLOSES 3 WEEKS PRIOR TO COURSE DATE. The course cost includes all course documentation and Certificate of Attendance.