Course outline: dealing with difficult people

Yes! It’s possible to handle challenging people confidently and constructively. Whether the ‘difficult people’ in your life are customers, colleagues or direct reports, you can learn to influence them without losing your cool. Learn to recognise and respond to the needs that drive challenging behaviour. Hear how to stay calm when dealing with verbal attacks or aggressive language. Get tips for responding to passive behaviours – such as chronic complaining or playing ‘victim.’ Find out what to say when passive-aggressive people use are sarcastic or make pointed comments.

Topics you’ll cover

  • What is a difficult person?
  • Handling difficult behaviour assertively
  • Communication success kit
  • Dealing with passive communicators
  • Handling passive-aggression
  • Dealing with aggressive behaviour

What you’ll learn in this course

By the end of this course, you should be able to achieve these results.

  • Recognise what’s driving difficult behaviour, so you can respond appropriately
  • Regulate your emotions, so you can stay calm in challenging situations
  • Set limits assertively and professionally
  • Use five communication tools for keeping conversations on track
  • Stay solution focused, so that you can sort out the underlying issue that is causing difficult behaviour

About the course facilitator

Eleanor Shakiba is a positive psychology trainer and success coach. Her training style is dynamic and bold, with a dash of quirky humour. She believes that interaction, activity and experimentation promote learning. That’s why she uses experiential training techniques instead of ‘chalk and talk’ lectures.

What people say about Eleanor Shakiba’s courses on handling difficult people

"The course was very useful – loads of practical solutions."

Vanessa Di Francesco
Moriah College

"Excellent guide to understanding communication, especially in difficult client scenarios."

Jeff Zimbles
BSI Group

"Really interesting and interactive course. Made me really think about how much I really negotiate in day to day life and very useful tips into how to do so more effectively and to stop being a disruptive negotiator constantly."

Lauren Holmes
The Iconic

"Fantastic overall course, offering ideas for self-regulation and self-reflection to become an assertive facilitator."



Get started now!

Book this program for your team. Choose a delivery format that fits your needs. Your options include running a workshop for your team, enrolling in a public workshop, or one-to-one coaching with Eleanor Shakiba.