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  • Are your conversations achieving what you want?
    Are your conversations achieving what you want?
  • Do you frequently get into arguments?
    Do you frequently get into arguments?
  • Does your feedback help people change?
    Does your feedback help people change?
  • How are you coming across to your boss?
    How are you coming across to your boss?
  • Can you allow discussion and still keep control?
    Can you allow discussion and still keep control?
  • Are you getting the best out of your people?
    Are you getting the best out of your people?

Might your need to be better at dealing with difficult behaviour
be met by this London Uk based management training course
called Skills with People?

Do I need to learn to handle difficult behaviour in the workplace?

Yes, if some of the following are true:

  1. You spend a lot of time working with people because you have a leadership, management, advisory, helping or support role.
  2. Your performance depends, probably more than on anything else, on how well you communicate and deal with people.
  3. But often dealing with them is hard, because you find their behaviour challenging.
  4. You have to cope with their difficult behaviour more often that you wish.
  5. When this happens, it stresses you and can affect your performance.
  6. It also affects their performance.
  7. You realise their difficult behaviour might itself be caused by stress at work.
  8. Managing difficult behaviour effectively needs more experience, understanding and communication skills than you currently possess.

Free exploratory coaching session

INTERESTED?

If so, you can have a FREE exploratory coaching session. It'll give you a foretaste of what you can get from the course. You make no commitment to proceed beyond this until you're sure this training is relevant to your own particular need.

How to accept this offer

Simply contact us for a preliminary chat and to arrange your free exploratory coaching session. 

What this session will do for you

In this session we'll aim to give you something practical you can use right away that'll help you handle a difficult situation more successfully at work. All you need do to prepare for this session is think about the kinds of situations you want to be able to handle more successfully.

FAQs

You'll find answers to many of your questions about the content and method of this course under FAQs (in the main menu above).

 

Is this particular training course relevant for me?

Hundreds of managers and professionals, over several decades, have obtained the understanding, experience and communication skills they need for this important aspect of their working life and career, by attending this management training course.  It provides a 3-day course of practical behaviour training in a small group, as well as a substantial number of individual one-to-one coaching sessions spread out over several months.  It’s called, Skills with People(see participant’s testimonials to hear how clients rate and review this training).  In particular:

  • It will increase your confidence at handling the kinds of situation and behaviours many experienced managers, leaders and professionals find very challenging.
  • It will help you develop a simple and therefore memorable set of practical communication skills and strategies that will enable you to improve your performance and handle these types of challenges effectively.
  • The fact that these skills are simple to understand, does not mean they are necessarily easy to practise. That’s why, as well as the group training workshop, we also provide the support of several private and confidential one-to-one coaching sessions with a trainer. 
  • The skills and strategies to handle challenging behaviour should be a central part of any leadership or management development.
  • For lack of this ingredient many managers, leaders and specialist in advisory and support roles fall short or fail, in spite of all their drive and technical competence, in leading, managing and supporting teams successfully.
  • Though we call our training courses, Skills with People, other labels are sometimes used when we provide it inhouse, including … communication, leadership development, leadership training, management training, behaviour training, personal development, or emotional intelligence, professional development, performance management.
  • We focus on the two vital skills at the heart of emotional intelligence. One is speaking assertively(sometimes known assertiveness skills) – that is, behaving in a way that gets other people to take you seriously.  The other is listening with empathy – that is, satisfying the other person that you respect them and understand what matters to them. 
  • This approach is extremely helpful when you have to appraise other people’s performance and giving them constructive feedback. 
  • It enables you to create a calmer experience, and a more trusting atmosphere of mutual respect and understanding.
  • Although it focusses on handling situations in your working environment in general, our clients often tell us it has also been hugely helpful to them in dealing with relationships with family and friends.

What will this training course give me?

We give participants not only the understanding but also the communication skills they need to be confident they can calm people down when they are hard to deal with and under stress.  On the training course, as you practise handling challenging situations, your understanding develops too, as does your confidence.  This is hands-on behavioural training with lots of practice, feedback and coaching.

No two participants are the same.  Everyone’s pace of learning and the situations they find challenging are different.  That’s why there are no more than 6 participants in the group, and why everyone is offered, as well as the three-day group session, several separate private and confidential one-to-one coaching sessions.

The understanding you will get from the training course

One of the things this training course is about is stress management.  When people you work with are under stress … whatever the root cause … their stress unavoidably stresses you.  You can’t manage stress unless you can understand what’s stressing them and making them speak and act in a way that you find hard to deal with.  For this you need empathy.  It’s a learnable skill.  It’s one of the core skills you would develop on this course. 

Other people’s stress might be to do with habits of response they’ve needed to develop to cope with past pressures in their life … or it might be to do with the current threats, real or imagined, that they’re experiencing in work … or both.  It also helps to be aware of and be able to communicate about the stress to your mental health you your self are under in having to deal with all this. 

The communication skills you will get from the training course?

Our approach is simple and practical.  We’ve boiled the skill-set you need down to just two strategies. These two will equip you to handle almost all situations where people’s behaviour in the workplace presents a challenge.  Once you’ve mastered this crucial two, you’ll have more confidence you can apply the skills and manage situations and people you previously found hard to manage.  The reason is that, when you use them together, you’re able to create a calm, rational atmosphere of mutual respect, understanding and trust.  This is particularly needed in times of stress, uncertainty, change and conflict.


This simple skill-set is the heart of emotional intelligence.  Most of us already have this to some extent.  It’s a natural part of the human race’s evolved survival kit.  It’s based on an inbuilt sensitivity to feelings, and how they can affect our relationships with others.  But regrettably, due to pressures and habits of modern life, society and environment, many of us pay little attention to our in-build emotional intelligence and leave it unused and dormant. 

The two crucial management skills this course will remind you of and help you master are:

  1. empathy – the ability to listen and tune in to another person’s point of view, and to encourage others to be true to themselves,
  2. assertiveness – the ability to get the other person to tune in to your point of view, and to be true to yourself.

This training course is not theoretical but a practical experience.  You learn strategies and practise how to listen with empathy to others, that is, what to say to make them feel genuinely respected and understood.  You also learn how to talk to them in a professional way that makes them hear what you are saying and take you seriously.  The two skills are very effective when used together in the same situation or conversation because, together, they create a respectful and trusting atmosphere.  As well as plenty of practice, you receive helpful feedback about your precise effect on others as you practise and develop. 

Why would you choose this training course?

  • What you will be learning on this course will make you more confident and successful in dealing with challenging individuals, questions and groups at all levels.
  • You have your own individual priorities, needs and challenges. The private and confidential coaching we provided both before and after the three-day group session will enable you to get the most out of the course for your own individual priorities, needs and challenges.
  • What you learn from it will not only make you more assertive but also more understanding of other people, to understand their issues, as you learn how to focus your attention on them and be a better listener. 
  • The skills you learn on this course will help you develop and get the best out of your team if you are in a position of leadership and management.
  • The training course will enable you to demonstrate a very positive approach to handling challenging situations.
  • Many of our clients discover, as a result, that they are able to deal with a much wider range of challenging situations and people than previously.
  • The more responsibility you have at work, the more crucial it is to be able to manage these kinds of situation well.
  • If you use this approach when dealing with your boss, his or her confidence and trust in you will increase, because you are building a relationship of mutual respect and understanding.
  • On this course you work closely with other participants and learn a lot from their experience.
  • Practising these skills makes you more understanding not only of others but of yourself as well. 
  • You will be able to create an understanding and calm environment in which others are less stressed, because they no longer feel threatened.

Is this the kind of communication skills training course you are looking for?

  • Yes, if you are looking for a course in how to deal with, handle, manage, cope, or respond to challenging behaviour, difficult people, handling staff, employees, difficult teams or situations in the workplace, or in how to deal with difficult or aggressive customers in a professional way.
  • Yes, if you want training as well as private and confidential coaching that will enhance your management and leadership ability, your relationships with people that apply both in the workplace and away from work. 
  • Yes, if you want to be able to reduce the stress around you at work. 
  • Yes, if you want to be more confident in handling what is probably the most challenging part of your job, dealing with difficult people.
  • Yes, if you want to enjoy your work more because are able to create around you in your company, business, team, department or organization, an atmosphere of mutual respect understanding and trust.

What kinds of situations will this training help me handle more successfully?  

  1. It will equip you to manage situations in the workplace caused by difficult behaviour on the part of difficult employees, staff, colleagues … and even bosses for those who report to demanding managers.
  2. Dealing with difficult, challenging or aggressive customers. These skills are important for anyone involved in customer services, especially when there is a problem.
  3. Team building, and managing difficult teams where there is pressure, stress, disagreement or conflict.
  4. Running challenging meetings.
  5. Conflict management. There can be little conflict resolution unless you know how to create an atmosphere of mutual respect, understanding and trust.
  6. Project management.
  7. Giving bad news.
  8. Managing change. Many people feel threatened by change, and therefore fear it and resist it.
  9. Performance management, and conducting staff appraisals.
  10. Taking part effectively in meetings.
  11. Bringing out the best in people in wide variety of challenging situations.

What old mental habits can impede my progress on this course?

Most of us cling to old mental habits even when we no longer need them.  Often, they’re so deeply embedded in our mind that we’re not even aware of them, but they can get in our way when we’re trying to develop a new skill.  That’s why, as well as helping you learn new skills on this course, we also help you unlearn old mental habits when they seem to be getting in the way.  

Here’s an example.  Many people believe that behind other people’s difficult behaviour in the workplace there must be a deliberately negative motive.  It’s a belief that makes us look for the worst in other people and makes it hard for us to deal with them in a way that gets the best out of them.  It may come from our own past experiences, perhaps in early years, of trying to protect ourselves from difficult behaviour.  It may be a reason why we find difficult behaviour at work so challenging.  The trouble is it makes our strategy for dealing with difficult people at work appear disapproving and leads to even more difficult and challenging behaviour from the people who are already being difficult. 

If we assume instead that the difficult and challenging behaviour of people at work may come from a positive, though unrequited workplace need, we will have a more open-minded approach to handling them and are more likely to discover what their need is.  This will provide us with a more successful, less disapproving, strategy for managing challenging behaviour.  We can then bring out the best in them.

Summary of what this management communication skills course
in dealing with difficult behaviour can enable you to do better

It can enable you to be better at dealing with difficult and aggressive behaviour on the part of customers, staff, employees and colleagues, at managing difficult people and situations constructively, at managing a difficult team.  You’ll be more confident you have strategies for dealing with challenging people and situations with in a professional way.  You’ll be better at coping with the difficulties arising from the behaviour of colleagues you work with.  You’ll be more successful at managing stress, your own and other people’s.  You’ll have the skills to create more productive and harmonious relationships with all the people you work with, including those whose behaviour you find difficult and challenging.

If you like the sound of what you're read, contact us to arrange a free exploratory coaching session.

We love helping you communicate successfully

By giving you communication skills that'll transform even your most challenging relationships and interactions.

That's the purpose of Skills with People, our training course for managers and professional people at all levels. Thousands have benefited from this course.

What People Have Said About The Course

Feedback from participant's boss - a Billiton director

He's obviously making a positive effort and it does show. People used to be scared of him. No longer.

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Feedback from participant's boss - Chairman of White Clarke Group

He has greatly improved his ability to manage a situation. He listens more and uses that information to convince. A good example is the .... group, wh ...

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Feedback from participant's boss - A Philips Semiconductors director

To what extend do I think his training need has been satisfied? Completely. I have been approached by 4 peers to tell me that they could see a very po ...

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Feedback from a participant's boss - a Glaxo SmithKline research director

He has made good progress in two areas: 1. team leadership - he listens with empathy to others well and considers their standpoint as well as his own. ...

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National Training Index* report on the course

"From delegates reports we have identified Skills with People is a 'highspot' among UK business courses. Delegates mentioned as most helpful the enha ...

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Leisure Centre Manager

The most useful part of the course was learning how to convey my disappointment with a member of staff without demotivating them, without making them ...

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Senior Resource Consultant, Shell International

“Skills with People” has helped me deal with conflict situations.  It has helped me to diffuse tension in meetings and convert pushback into alignment ...

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Feedback from participant's boss - a Johnson & Johnson marketing director

She has become increasingly aware and focussed on ensuring she is gaining cooperation from colleagues by the way she approaches situations. E.g., Meet ...

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Feedback from participant's boss - a Kimberley-Clark marketing director

He is now aware of his need to control his direct approach. He was sometimes too assertive. I think he is now well balanced in this respect.

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Feedback from a participant's boss - a WS Atkins director

Now he actively listens, probes, asks for clarifications and does not assume anymore he knows the answer.

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Senior Engineer, Qualcomm

An unbelievable experience, highly motivating training and one of the few which stays forever in your mind. A tangible impact to your life and workin ...

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Fundraising Officer, United Nations High Commission for Refugees (UNHCR)

A very intimate training which will make anyone reflect on how best to engage with colleagues when confronted with difficult situations.

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Workshop Manager, Professional Plant Services

I now find it easier to have awkward conversations. (As a result of how he has changed several more people from his company are asking to attend the c ...

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Thank you from a participant

I wanted to let you know that I have secured a new role.  I had to go through an assessment centre and one challenge was to negotiate with a 'belliger ...

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Sports Centre Manager

I feel that my relationship with other attendees has improved massively following the session. I'd say 9/10 for what I've got from the course as I sa ...

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Learning & Development Coordinator - The Entertainer

I can't recommend this course enough. It has genuinely been the most impactful course I have ever completed. Understanding that I can be assertive w ...

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Golf Club Manager

Ten out of ten for the course for me personally. I think I would have resigned if it hadn't been for the course.

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Feedback from participant's boss - an HSBC investment director

I have had three unprompted comments from different team members and colleagues who have been surprised at the consideration he has shown in helping s ...

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Feedback from a participant's boss - a Merck Sharp & Dohme medical director

She feels more confident in tackling people and has been impressed with her new found techniques, e.g., in dealing with members of the marketing depar ...

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Feedback from participant's boss - a Johnson & Johnson finance director

He has made excellent progress in the management of his team. He has ensured key stakeholders are involved in decision-making and has gone to great le ...

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Feedback from participant's boss - a Prudential director

He is a lot more confident. At the last meeting of our business unit leaders he fully led the meeting and dealt with people very well.

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Theatre Manager

Managing to confront them but still maintain their cooperation and support. Previously I was either not confronting or confronting and ending up with ...

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Feedback from participant's boss - head of projects in Heinz

He now gains support through his willingness to involve people more and take them with him.

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EHS advisor (environmental health and safety), Johnson Matthey

This is the best non-techincal course the company has ever put me on because it's the most useful. 

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Feedback from participant's boss - a Johnson Matthey Catalysts (Germany) senior manager

There has been a noticeable improvement in the performance of this customer service engineer. He is much more succinct now than he was before. He was ...

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Feedback from a participant's boss - a Shell International senior manager

He is showing far more self-awareness and more restraint in potentially confrontational situations. He is far more aware of the impact his actions and ...

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The wife of a participant

"Just thinking about last night’s conversation and it’s bringing tears to my eyes – it’s what I’ve always wanted: to be able to talk with you like tha ...

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Project Quality Engineer (self funding)

A lesson for life! The power of effective communication is incredible when one masters the skills "listen with empathy" / "speak assertively". Defin ...

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Examples of Training Needs Met

Very diligent but hated dealing with difficult people Read More...
Forceful communicator who created friction Read More...
Flying high but creating a tense atmosphere Read More...
Technically very sound but lacking persuasive skills Read More...
Respected specialist who was too quiet at meetings Read More...
Enormous enthusiasm but little sensitivity Read More...
Well intentioned but demoralising his team Read More...
Very logical but not creating enough rapport Read More...
Lots of energy and ideas but little attention for his clients Read More...
Being more assertive would help career go better Read More...
Allowed his meetings to get out of hand Read More...
Difficulty communicating with non-technical people Read More...
Had a positive attitude but gave a negative impression Read More...
Preparing for a more challenging role Read More...
Not delegating or developing others Read More...

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