Handling Difficult Colleagues and Customers

This vital workshop will help you to handle difficult conversations at work in a more assertive, confident and constructive manner.  

As well as learning about the nature of conflict and why it arises you will gain a better understanding of how you react in stressful situations. You will also be given a set of tools and techniques to help you manage challenging real-life interactions with your colleagues and customers.

Who should attend?

Anyone who has to deal with difficult colleagues, customers or clients.


  • Feel more confident about handling difficult conversations at work
  • Be conscious of and better manage your own reactions in challenging situations
  • Practice how to remain composed in stressful situations

Learning Objectives

  • Reflect on why people behave the way they do in difficult situations
  • Adapt the way you react in different contexts
  • Discover strategies to build better relationships with difficult people

Course Outline

Understanding the nature of conflict

  • Identifying your difficult situations and people
  • Defining conflict
  • Understanding the root causes of conflict
  • Assumptions about behaviour 

Understanding yourself and others

  • Physical reactions in difficult situations
  • Exploring your ‘hot buttons’
  • Understanding and adapting communication preferences 

Conflict management 

  • Acknowledging diversity
  • Psychological contracts
  • Applying conflict management techniques
  • Identifying creative solutions to routine problems 

Managing yourself and others 

  • Dealing with stress
  • Helping others to remain calm
  • Being resilient
  • Handling criticism
  • Communicating clearly in difficult situations 

Communication skills

  • Understanding the power of listening
  • Showing empathy
  • Adapting your language

Course Information

Public Training Dates 2018
January 11-12 February 12-13 March 1-2
April 26-27 May 10-11 June 25-26
July 23-24 August 30-31 September 13-14
October 25-26 November 22-23 December 3-4

Venue: Professional Development Centre, Toa Payoh

Length: 2 days

Maximum group size: 16

Course Fees: $908.43 (including GST)