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All Leadership and Management Courses

Dealing With Difficult People Training Course

Sometimes difficult people enjoy being difficult. They enjoy being abusive. They gain immense satisfaction from trying to ruin your day.

So, what can you do? How can you set boundaries for difficult people? How do you complete your work in the presence of difficult people? This course will give you the psychological tools to remain composed when dealing with difficult people. The aim is to keep you safe and calm in the face of adversity. Tomorrow is another day and sometimes a tactical withdrawal is the best defence.

This course will also show you what not to do. You don’t want to inflame the situation and you want to keep your personal safety top of mind.

‘Dealing with Difficult People’ Workshop Nuts and Bolts

Would you like to attend this tailored program?

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

Look at what you receive within 24 hours at no cost:

An obligation free proposal
A bio of a proposed trainer
Training cost

The team at Preferred Training Networks can also provide you complementary training in a range of areas including conflict resolution courses, workplace behaviours courses, influencing skills training, facilitation courses and general staff development and training.

Dealing with Difficult People Training’ Course Outline

Module	Topics	Key Learning Outcomes
Module 1: Difficult Behaviours	Recognising and Categorising Difficult Behaviours	Understanding different types of challenging behaviours Identifying common triggers for difficult interactions Determining the target audience for intervention strategies
	Understanding the Psychology Behind Behaviour	Exploring why individuals exhibit difficult behaviours Identifying patterns that lead to unproductive interactions Recognising when behaviours are situational versus personality-driven
	Common Types of Difficult Behaviour	Differentiating between aggressive, passive-aggressive, and resistant behaviours Learning to adjust communication strategies based on behaviour type Managing emotional responses when confronted with challenging individuals
Module 2: Behavioural Styles and Personal Awareness	Understanding Behavioural Styles	Identifying different personality and communication styles Using a styles questionnaire to assess behavioural preferences Tailoring conversations Recognising personal strengths and their potential overuse
	Flexibility in Communication Approaches	Learning how to adapt to different communication styles Adjusting responses based on the needs of the conversation Maintaining control in high-pressure interactions
	Managing Emotions Under Pressure	Recognising personal emotional triggers Developing self-regulation techniques to stay composed Using de-escalation methods to prevent situations from escalating
Module 3: Handling Anger and Conflict Escalation	Understanding and Managing Anger	Exploring how anger affects communication and decision-making Recognising signs of escalation and stopping the anger cycle Implementing techniques to redirect emotional energy productively
	The Role of Thoughts in Emotional Reactions	Understanding how thought patterns shape emotional responses Challenging unhelpful thoughts to maintain control Emotional Intelligence insights Understanding self-conditioning Using cognitive strategies to stay objective and solution-focused
Module 4: Strategic Communication for Difficult Interactions	Avoiding Conflict Escalation	Recognising behaviours that intensify disagreements Understanding how different value systems influence reactions Utilising strategic withdrawals as a safety technique Preventing unnecessary conflict through strategic dialogue
	Choosing Language That De-Escalates Tension	Identifying words and phrases that trigger defensive reactions Substituting inflammatory language with neutral phrasing Ensuring clarity while maintaining a professional and calm tone

Performance Management Training Course

This program will provide your staff with a range of skills and knowledge to better manage and address poor performance. Drawing on current data and using a very practical approach, this program will give your managers the confidence to better manage performance and work towards improved outcomes and productivity. Equip your team with real-world tools to lift accountability, tackle underperformance, and align expectations.

*** Please note, we can incorporate your performance management policy and procedure and any other relevant organisational information into the program.***

Your tailored Performance Management inhouse training course will give participants the skills to:

Give regular and effective feedback.
Develop strategies to manage poor performance.
Build rapport to generate trust and manage resistance.
Use effective communication techniques to empower others.
Manage high performers who can sometimes cause chaos.
Incorporate evidence based outcomes in performance management.
Address avoidance behaviours and strengthen your leadership team’s ability to manage performance proactively.
Set appropriate behavioural targets as well as other more quantifiable targets.
Create a culture that fosters high performance and high expectations.
Apply structured performance conversations that align with HR compliance and Fair Work standards.
Understand what games people will play to “widen the goalposts”.
Link reward recognition and feedback.
Counter staff that have “quit and stayed”.
Build self-control into performance discussions.
Set boundaries with staff.

“Left unchallenged or managed badly, poor performance will impact on morale, staff engagement and ultimately, performance.”

Performance Management In-House Program Details

Group Size: An ideal group size is 6 – 10 participants. “Tailored for Fair Work and current HR frameworks”

Venue: For your convenience, you can choose to conduct this program at your offices. Alternatively, we can provide a venue at a small additional cost.

Duration: This course can be adapted to fit with your timeframe.

Cost: Upon request.

Target Audience: Managers, Team Leaders and Supervisors

Managing Effectively Training Course

Managing EffectivelyManaging Effectively Program Outline

Module	Topics	Key Learning Outcomes
Module 1: Mastering Communication Essentials	Communication – Overrated?	Exploring the impact of communication in leadership and workplace effectiveness Understanding the four potential communication outcomes Developing key strategies to improve daily communication practices
	Enhancing Communication Skills for Success	Adapting communication to different audiences and contexts Implementing clear and structured messaging techniques Strengthening professional interactions through active communication
Module 2: Addressing Communication Barriers	Common Challenges in Communication	Identifying key barriers to effective workplace communication Overcoming misunderstandings and misinterpretations Task saboteurs deliberately misunderstand Enhancing workplace efficiency through improved clarity and engagement
	Personal Communication Approaches and Their Influence	Recognising various communication styles and their impact Learning how to adapt styles to different stakeholders Strengthening professional relationships through self-awareness
	Understanding Behavioural Dimensions in Communication	Examining behavioural tendencies in conversations Identifying patterns that contribute to communication breakdowns Implementing strategies to adapt communication for better engagement
Module 3: Active Listening and Questioning Techniques	Developing Strong Listening Skills	Recognising the role of listening in effective communication Practicing active listening to foster understanding Using verbal and non-verbal techniques to enhance attentiveness
	Improving Questioning Methods for Effective Conversations	Using open-ended questions to encourage discussion Applying questioning strategies to clarify and explore perspectives Avoiding ineffective or leading questions that may distort communication
Module 4: Navigating Challenging Conversations	Responding vs Reacting in Difficult Situations	Remaining calm and composed in high-pressure interactions Utilising emotional regulation strategies to improve communication Managing challenging conversations professionally and confidently
	Setting Boundaries for Productive Interactions	Defining clear and respectful communication boundaries Maintaining personal perspectives while fostering constructive dialogue Applying assertiveness strategies to address difficult situations effectively
	Developing Positive Team Relationships	Encouraging collaboration through effective communication Strengthening team cohesion with transparent and respectful dialogue Establishing an open and feedback-driven workplace culture
Module 5: Self-Assessment and Continuous Improvement	Writing Communication Strengths and Areas for Growth	Conducting self-reflection to identify areas for development Email misfires and squabbles Consequences of lazy writing Creating a personal plan for continuous communication improvement

Managing Effectively In-House Workshop Details

Would you like to attend this program?

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

If you would like more information on this training program, please contact us at 1300 323 752 or email: [email protected]

Relationship Building with Stakeholders Training Course

In this building relationships with stakeholders course, participants map out the strengths and weaknesses of existing stakeholder relationships. A risk analysis then highlights which relationships need to be improved. Then, participants discover strategies to build relationships with the identified stakeholders.

Relationship Building with Stakeholders In-House Program Details

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

If you would like more information on this training program, please contact us at 1300 323 752 or Email: [email protected]

Sales Management Residential Training Course

Sales management training courses can make a tremendous difference to the bottom line. Often, sales managers focus on the large sales and neglect the management part of the role. But this course helps the sales managers to pull the whole team along.

If you wish to know more about our sales skills training, feel free to reach out to us. You can get in touch with us through our online contact form. You can also call us at 1300 323 752.

Transformational Change Training Course Australia

It is critical to learn the essential behaviours needed during transformational change. You’ll be surprised how easily you can underpin and brace your organisation. Then you’ll follow your objectives right through to the end of the change. You’ll also be fair and approachable, and keen to help other people as they struggle through the process of transformation.

“Employees and managers often clamour for stability during transformational change.”

Transformational Change In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this program at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Target Audience:
Group A: Senior Managers
Group B: Team Leaders, Supervisors and Change Champions

Cost: Price on request

If you would like more information on this training program, please contact us at 1300 323 752 or Email: [email protected]

Preferred Training Networks designs a range of niche courses for organisations. Our professional development customers include Pitcher Partners, Trust for Nature, Australia Red Cross, Flying Doctors, State Trustees, City of Melbourne, Bunbury City Council, QLD Health, NSW Water, Rio Tinto, BNP Paribas, Colonial First State Asset Management, Bendigo and Adelaide Bank and Portfolio Partners.

Transformational Change 4.3 out of 5 based on 32 user ratings.

Staff Management Training Course

Participants will learn how to create a productive work environment, motivate and engage employees, handle challenging situations, and develop effective communication strategies. The course will also discuss relevant laws and ethical considerations, as well as provide tools to measure performance and recognise excellence. Join us to acquire the skills needed to manage a team.

Staff Management In-House Program Details

For maximum effectiveness, this program is best conducted as an in-house program.

Ideal group size: 4 – 10 participants.

Venue: For your convenience, you can choose to conduct this program at your business premises. Alternatively, we can provide a training venue at a small additional cost. For virtual delivery, we can use our virtual platforms or those of your organisation.

Duration: This course provides the option of a full-day or truncated half-day session, with the adaptability to tailor it to your specific requirements.

Cost: Price on request.

Target Audience: Middle managers, supervisors and team leaders.

If you would like more information on this training program, please contact: Deborah Dear on 1300 323 752 or email: [email protected] or contact us online today.

Staff Management Course 4.2 out of 5 based on 24 user ratings.

Team Leader Training Course

“The supreme quality for leadership is unquestionably integrity. Without it, no real success is possible, no matter whether it is on a section gang, a football field, in an army, or in an office” – Dwight D Eisenhower

The role of a team leader is critical to ensuring the team succeed in their objectives. This niche course provides you with the vital skills necessary to lead a team. Too many organisations have weak teams with disjointed objectives and values and poor communication.

Team Leader Training In-House Program Details

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

Target Audience: Document control teams

If you would like more information on this training program, please contact us at 1300 323 752 or Email: [email protected]

Team Leader Training Course 4.1 out of 5 based on 22 user ratings.

Policy Writing Skills Training Course Australia

“You need to engage the reader with policy and procedure writing. The reader needs to understand the ‘why’ and the ‘consequences,’ otherwise you’re just treading water.” – P Quinn

Some policies are too long and impossible to understand. Other policies are wafer thin and serve no useful purpose.

So, if you’d like to improve how your policies are written and communicated, then this course is perfect.

Policy Writing Skills Training In-House Program Details

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

Target Audience: Document control teams

Policy Writing was ranked 4.3 out of 5 based on 33 user ratings.

Organisational Skills Training Course

The key is to match your organisational skills with what the organisation needs. Maybe you can’t have every single report ready on time. But you can have the right reports ready at the right time. That’s the difference.

This course will help you to be at your best in the workplace and equip you with essential skills needed throughout your career.

Organisational Skills In-House Program Details

For maximum effectiveness, this course is best conducted as an in-house program.

Venue: For your convenience, you can choose to conduct this course at your workplace. Alternatively, we can provide a training venue at a small additional cost.

Duration: Each course can be tailored to suit your timeframes.

Target Audience: Document control teams

If you would like more information on this training program, please contact us at 1300 323 752 or Email: [email protected]

Organisational Skills Training 4.1 out of 5 based on 28 user ratings.

All Leadership and Management Courses

‘Dealing with Difficult People’ Workshop Nuts and Bolts

Dealing with Difficult People Training’ Course Outline

Your tailored Performance Management inhouse training course will give participants the skills to:

“Left unchallenged or managed badly, poor performance will impact on morale, staff engagement and ultimately, performance.”

Performance Management In-House Program Details

Managing EffectivelyManaging Effectively Program Outline

Managing Effectively In-House Workshop Details

Relationship Building with Stakeholders In-House Program Details

“Employees and managers often clamour for stability during transformational change.”

Transformational Change In-House Program Details

Staff Management In-House Program Details

“The supreme quality for leadership is unquestionably integrity. Without it, no real success is possible, no matter whether it is on a section gang, a football field, in an army, or in an office” – Dwight D Eisenhower

Team Leader Training In-House Program Details

“You need to engage the reader with policy and procedure writing. The reader needs to understand the ‘why’ and the ‘consequences,’ otherwise you’re just treading water.” – P Quinn

Policy Writing Skills Training In-House Program Details

Organisational Skills In-House Program Details

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