Dealing With Difficult People(DWDP)

Provider: PBM Inspection Services Ltd
£190.00 + VAT PBM non-members
£171.00 + VAT PBM members

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Description The course helps participants to improve and develop their skills for dealing with difficult people in challenging situations. At the end of the workshop participants will be able to pre-empt challenging situations and avoid escalating them further. They will be able to recognise personality types with which they may clash and be able to handle aggressive behaviour more effectively. The will also develop skills to calm angry, upset and unresponsive individuals.
Duration 1 Day

PBM Inspection Services Ltd's website
Categories Primary, Secondary, Higher, Early Years/Foundation, Further education, 14-19, KS1, KS2, KS3, KS4, Management, Teaching staff, Assistant Headteacher, CPD Leader, Deputy Headteacher, Headteacher, Head of year / Pastoral leader, Business Manager, Special Educational Needs Coordinator, Administration Staff, Catering Staff, Learning Support, Pupil Support, Site staff, Technicians, Advanced Skills Teacher, Excellent Teacher, Main-scale (core) teacher, Newly Qualified Teacher, Non-practising teacher, Post-threshold Teacher, Pupil mentor, Supply / Peripatetic teacher, Trainnee (pre-QTS) teacher, Teacher trainer, Head of Department / Faculty, Coaching and Mentoring, Business Management, Organisational Improvement, Out of school, Governor, Child Protection Officer, Gifted and Talented Coordinator
Learning outcomes for participants/users and, where relevant, pupils or students

Aimed at: This workshop is for SMT members, teaching staff, governors, NQT’s TA’s, administration or other staff who find themselves in situations where they have to cope with emotional people or difficult or potential conflict situations such as people raising complaints, parents, colleagues, suppliers etc.

Course Objectives: At the end of the workshop participants will be able to:

  • Pre-empt challenging situations and avoid escalating them further.
  • Recognise personality types with which they may clash.
  • Handle aggressive behaviour more effectively.
  • Calm angry, upset and unresponsive individuals.


Evidence underpinning this approach The provider has not supplied this information
How users/participants can evaluate success

How we evaluate the training:
•    Participants evaluate the training based upon the relevance to professional needs, the quality of the tuition, the quality of the training material, and the organisation, management and accommodation.
•    Delegates identify further training requirements
•    Follow up questionnaires are sent to delegates asking for feedback over time.
•    A track record is maintained for each course and for each tutor. Feedback and evaluation is shared with tutors in order to identify and inform development.


Follow-up activities and support

Following attendance on a course, all delegates are welcome to contact the main office with any questions and queries relating to the training and its application within school.

For most courses, tailored follow up consultancy services, coaching and mentoring  are available but these are at a separate cost. For quotations, delegates should contact the main office as discounts are available.



Session 1

Introductions and overview of the day

Identifying ‘difficult’ situations

Review of the components of interpersonal communication including advanced listening and questioning skills

Session 2

Identifying the causes and symptoms of conflict and identify our own preference for dealing with conflict  

Thomas Killman model self assessment questionnaire

Session 3

Exploring strategies to manage conflict

Developing guidelines for handling objections

Application of objection handling skills and techniques to specific situations generated by participants

Session 4

Role – play difficult situations
and their solutions.

Action planning

Tutor: The tutor specialises in leadership and management development, team development and executive coaching. His industry experience is wide-ranging and includes telecommunications, defence, transport, construction, leisure, central and local government, pharmaceuticals, education and the finance sectors. The tutor has delivered a range of training workshops including performance management training in the education, charity, local authority and rail sectors. He has also provided team development and time management training. He has carried out 1:1 coaching with senior managers to help them improve performance and make career decisions.
The tutor has an MBA and is a member of the Chartered Institute of Personnel & Development and of the Association for Coaching.
He held senior positions with GEC, Marconi and Cable & Wireless where he led the implementation and delivery of leadership development programmes across the globe. The tutor also has significant experience in line management roles.


This course does not have any pre-booked dates available. Please contact the provider directly to arrange this training.