Professional Training
5.0 (3 Reviews)

Handling Difficult People and Situations

Benchmark Training, In Leeds
1 day
1 day

Course description

Handling Difficult People and Situations: 1-Day Training, Open Course or In-House Training

This course equips students with the skills to understand why some people and situations seem – to them to be difficult and to learn the skills, tips and tactics with which to communicate effectively even with the most difficult of people and the most difficult of situations. In the morning, participants will explore personality traits – what each personality is like and how best to communicate with each personality type using insights personality profiling.

Each participant will have the chance to assess their own personality and that of their colleagues, team members and customers in order to gain an insight into how they could communicate better. The afternoon session then looks at practical tips on how to deal with each personality type using practical sessions to reinforce the theory.

The course is run by Anne Selwyn who is an ILM  qualified coach and NLP qualified to Trainer level and Margaret Hartley owner of Benchmark and trainer for over 25 years.

Suitability - Who should attend?

  • This course is ideal for anyone in the organisation handling difficult people or situations or just wishing to improve communication.
  • This workshop is also available as in-house training tailored to your organisation.

Outcome / Qualification etc.

When you leave this course, you will be equipped with the skills to use immediately to improve communication.

Training Course Content

This course will cover the following topics amongst others:

  • staying relaxed
  • assess the personality type
  • know the outcome you want
  • chose the right behaviour
  • buy yourself time
  • ask the right questions
  • listen effectively
  • look, listen, read for linkage
  • tone of voice
  • body language
  • choose face to face, telephone or email

Why choose Benchmark Training

Founded in 1987 - Proud to keep refreshing training to keep up to date and successful!

80% customers are recommendations / returning, 20% are new from marketing

Training designed to be fun, interactive and relevant


Average rating 5

Based on 3 reviews.
Write a review!
Graham Watson
02 Jun 2020
Highy recommended

I was on Benchmarks course handling difficult people and situations. margaret the trainer was awesome, her enthusiasm was immense, full of character, charisma and charm . ...

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David Tite
24 Feb 2019
Everyone is buzzing

I just wanted to say how good I thought today was, everyone was buzzing afterwards discussing how we can just improve little bits around our practises to improve our appeara...

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Paul Robinson
24 Feb 2019
I'm using the skills

I really enjoyed the course and I think it will be really useful - used the "disappointed" and option A / B technique when replying to an email on something at work after the co...

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  • The cost of this course is £200 + VAT and this fee covers all instruction and materials.
  • Free parking is available.
  • This course is also available as in-house training. Please enquire for details.

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Benchmark Training
Stables, c/o Old School House, Biggin
LS25 6HJ North Yorkshire

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