Dealing with Difficult Situations or People

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 are generally conducted in our training rooms in Cairns. Where an organisation would like to book a dedicated course for their staff, we are able to come to you and train on-site.

Where courses are conducted on-site, 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 will be charged at 80¢ (plus GST) per kilometre 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 Enrol

Public courses scheduled on demand if minimum numbers can be met. Please contact us if you have 3 or more attendees. 


How to Book a Dedicated Course

Contact our office if you would like to book a dedicated course. Course date will be scheduled at the time of booking.



© Total Management and Training 2018 - RTO #31178

web design by precedence