Dealing with Difficult Behaviour

Course Details

Difficult behaviour in the workplace is a normal and natural occurrence. In this course you will learn about different different behavioural styles and what you can do to build a positive atmosphere with open and honest communication. You will gain the satisfaction of turning a negative situation into a positive one; you will learn some important things about human nature; and become a better communicator.


1 Day


Service staff, salespeople, supervisors.


There are no particular requirements for this course.

Course Content

What you will learn

  • Understanding what makes people difficult
  • Identify ways in which they are effective and ineffective in difficult interactions
  • Build rapport
  • Diffuse strong emotion in interpersonal situations
  • Use appropriate assertiveness in conflict situations
  • Design and implement some strategies for managing breakdowns more effectively
  • Manage personal stress to maximise work enjoyment

About Difficult Personalities

  • What is a difficult person
  • What makes people difficult
  • Degrees of difficulties
  • Difficult or upset


  • Understanding the nature of conflict
  • Getting to know your "type" and others
  • Difficult working relationships
  • Respect for your fellow workers
  • Problem solving techniques
  • Winding up technique

Difficult People

  • Why is it important to handle difficult situations
  • A learning opportunity
  • Assess yourself
  • Additional pointers
  • Calming people over the phone

Why do People get Upset

  • Why do people get upset
  • Avoidable upsets
  • Resolving the problem

What can you do?

  • What can you do
  • Personal presentation
  • First impressions
  • Nonverbal communication
  • Self assessment
  • Words that make a difference
  • Watch your words (exercise)

How do you calm upset person

  • Calming upset people
  • What does an upset person want
  • Listening habits

Event Properties

Event Date 22-02-2018
Event End Date 22-02-2018
Individual Price $572.00
Course Code DWDB
Corporate Training Solutions Australia
Level 19, Waterfront Place, 1 Eagle St Brisbane, QLD 4000 Australia
Corporate Training Solutions Australia
We are no longer accepting registration for this event

Group Rate

#Registrants Rate/Person($)
3 543.40
4 514.80

Location Map

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