This course is designed to help staff to develop the skills and confidence for dealing with the difficult situations they can face in their workplace. This course will give staff the confidence to handle difficult and challenging situations.


By the end of this workshop you will have a new perspective on the confrontations you face in daily life. Leave with techniques to help you avoid getting into conflict. Understand your own response and find practical ways to move forwards.

Please note this is the standard course outline. For in-house training we can bespoke this course to your specific needs.

What will I learn?

Understanding your own response

Learn how to:

  • Understand the cycle of conflict.
  • Identify your own communication style and learn how to avoid conflict when dealing with different communication styles.
  • Become aware of your own default reaction to difficult situations. Learn how to manage your reactions to achieve a positive outcome.

Diffusing difficult situations

Learn how to:

  • Learn how to deal with difficult behaviour using the LEAPS model.
  • Understand how active listening and empathy will help to diffuse a difficult situation.

Managing our responses to events

Learn how to:

  • Learn about Patterns of Pentimento and understand the power of non-verbal communication. Learn how to switch from credible to approachable to help diffuse difficult situations.
  • Recognise positive and negative behaviour indicators and understand the behaviours that are required to manage a range of situations.

Practical techniques

Learn how to:

  • Understand how to deliver a professional customer experience through language and achieve a win / win outcome through the spoken word.
  • Learn techniques for expressing yourself assertively in difficult situations.

How we deliver

Training can be delivered in either of the following ways:

  • Online

    Online training is ideal if you have staff in different geographical locations who have the same Microsoft or Adobe training requirements.

    Our expert trainers can deliver Watch and Learn sessions to up to 100 people. Alternatively, they can produce an interactive session that allows delegates to complete practical exercises within the Microsoft or Adobe apps of your choosing.

  • Face to face

    Choose from one or half day training sessions or our popular 90-minute Sprint sessions, which can be delivered in your offices or at another location of your choice.

    All we need is a room with a table and chairs and we look after the rest. We can even provide laptops and a projector should you not have spare IT equipment to use.

Sprint learning

Short on time, but still want to boost staff performance?
Book a Sprint Session!

Each Sprint Session follows a 90-minute format for ultra-focused team learning.

Pick a topic, tell us what you want to achieve from your session, and we’ll put together a short, fun, entirely bespoke programme that meets the needs of your team.

Designed to cater for 10-15 delegates at a time

Developed by our team to cover the subject matter of your choice

Delivered online or face-to-face

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