Dealing with Difficult People and Challenging Behaviours

For people who want to gain some tools and techniques to use when dealing with difficult situations.

The session builds on current skills, helps to identify more common ‘difficult’ behaviours that may occur in the workplace and examines strategies on how to handle the situation to a satisfactory conclusion wherever possible.


  • What are ’difficult’ behaviours
  • Managing reactions appropriately
  • Professional work-based behaviours
  • Tools and techniques for managing the situations


  • Explore and identify the typical reactions to difficult behaviour
  • Develop tips and techniques on handling those behaviours
  • Review what is ‘professional behaviour’ (being assertive without aggression)
  • Develop a personal ‘kit’ of tools and techniques to use back in the workplace

Booking form

Booking authorised by:
Delegate 1
Delegate 2
Delegate 3
Delegate 4



£90 + VAT per person (members)

£150 + VAT per person (non-members)

An Invoice will be generated by our accounts department once we receive your booking form. Please select which method of payment you would prefer:


For payment or to register more delegates, please contact:

Shelly Bridgnell on +44 (0)20 8773 5521 or email


TERMS & CONDITIONS: This booking form confirmation constitutes ‘acceptance of our course booking terms’. Payment for any training course is due on receipt of the invoice. Cancellations must be made within a minimum of 10 working days prior to the training course date, after which payment is required in full. Similarly, refunds of fees cannot be issued unless notice in writing is received a minimum of 10 working days prior to the training course. All cancellations will be subject to a 25% (+VAT) fee to cover administrative expenses. 

It may be necessary, for reasons beyond the control of the PPMA Ltd, to change the content, timing, speakers and/or date of the seminar, course and/or programme.