Dealing with Difficult People
COURSE
Topic Area
Course Length
6 hoursCourse Level
Course Preview
Audience
Managers and team leaders
HR and people teams
Supervisors and team members
Anyone facing difficult colleagues
The Seven Difficult Behaviours
Meet seven characters representing common difficult behaviours at work.
Understanding Each Behaviour
Explore the causes, effects and best ways to address each behaviour.
Prevention
Set clear standards, agreements and communication to prevent issues arising.
Resolution Through Effective Feedback
Draft structured feedback that names behaviour, effects and desired change.
Conflict Handling Styles
Apply four conflict styles — Steadying, Persuasive, Diligent and Controlling.
Disciplinary and Practice
Know when formal action is needed and practise responses in small groups.
Course Outline
Learning Outcomes
- Identify seven different types of difficult behaviour in the workplace
- Identify the underlying causes of each of these types of behaviour
- Identify steps they can take to prevent these difficult behaviours from arising in the workplace
- Provide effective feedback to tackle difficult behaviour at work
- Apply four conflict handling styles to defuse and resolve conflict
- Demonstrate (through practice) how to respond effectively to difficult behaviour in the workplace
- Plan how they will apply their learning in addressing difficult behaviours in their own team
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Capital Training is an LPI Gold Standard Accredited Learning Provider, recognised for delivering high-quality, impactful training. With over 30 years’ experience, we support organisations across the UK and beyond with trusted, professional development solutions.
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Enhancing Decision Making Skills in the Workplace
Make faster, clearer, better-judged calls at work. You will leave with practical frameworks to cut through bias, weigh options confidently and justify every decision you make.
Driving Successful Changes
Gain the mindset, confidence and practical tools to lead your team through change — engaging people, overcoming resistance, and embedding new ways of working that last.
Developing a Coaching Approach
Shift from directing to enabling. Learn core coaching skills and models that empower your people to take ownership, solve problems and grow in confidence.
Critical Thinking and Creative Problem Solving
Sharpen how you think — combine structured analysis with creative techniques to tackle complex problems, make confident decisions and generate practical solutions you can apply straight away.
Creative Problem Solving
Master a structured six-step approach to creative problem solving and decision making, giving you the tools and confidence to crack problems quickly and choose the best solution.
Creating Psychologically Safe Working Environments
Learn how to build trust, encourage open communication and create a team culture where people feel safe to speak up, challenge and grow.
Delegation Techniques
Gain the confidence and practical tools to delegate effectively, freeing your time, developing your people and driving stronger team performance and organisational growth.
Stakeholder Management: Influence, Engagement and Control
Develop advanced stakeholder management skills to navigate complex environments, influence without authority, and sustain effective engagement across the full project or change lifecycle.
Stakeholder Management Essentials
Build the skills to identify, analyse, and engage stakeholders effectively, driving better outcomes across projects, change initiatives, and operational delivery.
How to be Assertive
Develop the confidence to communicate clearly, set boundaries, and handle challenging interactions professionally while maintaining empathy and positive relationships.
