Who Should Attend?
This course will suit those who deal with people on a daily basis in either a customer service role, management role, or simply have the requirement to interact with others in order to achieve their work goals.
The dealing with difficult situations or people course gives participants a valuable insight into why people behave in challenging ways. The training develops effective strategies and techniques to deal with difficult people and behaviour at work. This enables them to leave the training equipped with some effective, practiced strategies for achieving a more successful outcome when faced with difficult situations.
Program Content
Participants completing this training will be able to:
- Understand difficult situations and difficult people
- Understand power, and the nature of conflict and tension
- Understand personalities and individual motives
- Manage conflict using the conflict resolution process
- Use tools for dealing with difficult situations
- Manage difficult behaviour
- Deal with anger and handle complaints
Course Outcome
Participants attending this program will benefit from enhanced interpersonal skills, and be able to use these skills to achieve a more successful outcome when faced with difficult situations. All participants will be provided with course notes, and will gain a Certificate of Completion.
Course Venue and Equipment
Courses may be conducted in our training rooms in Cairns or onsite at the client's premises.
Where courses are conducted onsite, a suitable venue complete with white board or butchers paper is to be provided by the client company. The venue shall have sufficient space for the participants to be seated comfortably for the duration of training. Any catering costs shall be borne by the client company. Please contact us to discuss alternate arrangements if there is any difficulty in providing these facilities and equipment.
Additional Costs and Expenses
Where the training is conducted outside the immediate Cairns area then additional costs will be applicable. Any airfares, travel, accommodation, meals and materials freight incurred in the provision of this training will be on-charged plus 10%. Mileage and traveling time will be charged at our standard rates. Please contact us for a formal quotation for courses conducted outside of Cairns.
How to Book into a Public Course
Click on our Training Calendar to see what dates are scheduled. Download an enrolment form (click the Enrol Now button), complete and email to our friendly team at to secure your place. Please advise which dates you will be attending.
If there are no dates in the Training Calendar, feel free to make contact, as we may be in the process of scheduling, and will be in the best position to find dates which suit you.
How to Book a Dedicated Course
Please note this course may be contextualised to your requirements, so please let us know if there is something specific you would like covered or have particular challenges within your organisation you would like addressed.
Contact our office if you would like to book a dedicated course. Course date will be scheduled at the time of booking and is subject to trainer availability.