Handling Difficult Colleagues and Customers

This workshop will help you to handle difficult colleagues and customers 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.


  • be more conscious of and better manage your own reactions in challenging situations
  • feel more confident when dealing with conflict at work
  • communicate more effectively with your colleagues and customers

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 

  • Helping others to remain calm
  • Reacting to criticism
  • Using ‘I’ statements
  • Building your resilience

Communication skills

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

Course Information

Public Training Dates 2019    
January 14-15 February 18-19 March 18-19
April 11-12 May 9-10 June 6-7
July 4-5 August 1-2 September 2-3
October 1-2 November 4-5 December 5-6

Length: 2 days

Venue: Professional Development Centre, Toa Payoh

Course Fees: S$954.44 (including GST)