Handling Difficult and Challenging People at the Workplace
Course Code: CI-HDCS-S
From time to time, we have to learn how to handle difficult and challenging people at our workplace.
From this course, participants will be equipped with the skills and mindset in managing such people-challenges and to influence them in creating a win-win situation.
- Identify six types of difficult people and identify their behaviours
- Recognise causes why people are difficult
- Create a positive mindset and manage emotions
- Adopt Transactional Analysis in having difficult conversations
- Understand the filters in perception which impact communication
- Use W.I.S.H when communicating with difficult people
- Manage emotions using psychological strategies
- Understand Communication style inventory
Difficulties experienced
- Understand causes of difficult situations
- Understand dimensions of service quality
- EQ framework
- Take control of our attitude
Understand causes, consequences of difficult people and solutions to cope with them
- 6 types of difficult people
- Why are they difficult
- Creating a Positive Mindset
- Managing emotions using Psychological Strategies
Implementing tools to communicate with difficult people
- Learning and using transactional analysis
- Barriers to communication
- Tools for difficult situations
Participants will learn through experiential activities, role plays, and group discussion.
This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.
Duration : 1 day (7 hrs)
Time : 9:00am to 5:00pm
| Fees | Individuals | |||
| Course Fee | $350.00 | |||
| Add: GST @ 9% of Course Fee | $31.50 | |||
| Total Fee Payable to SQC | $381.50 | |||
- Identify six types of difficult people and identify their behaviours
- Recognise causes why people are difficult
- Create a positive mindset and manage emotions
- Adopt Transactional Analysis in having difficult conversations
- Understand the filters in perception which impact communication
- Use W.I.S.H when communicating with difficult people
- Manage emotions using psychological strategies
- Understand Communication style inventory
Difficulties experienced
- Understand causes of difficult situations
- Understand dimensions of service quality
- EQ framework
- Take control of our attitude
Understand causes, consequences of difficult people and solutions to cope with them
- 6 types of difficult people
- Why are they difficult
- Creating a Positive Mindset
- Managing emotions using Psychological Strategies
Implementing tools to communicate with difficult people
- Learning and using transactional analysis
- Barriers to communication
- Tools for difficult situations
Participants will learn through experiential activities, role plays, and group discussion.
This course is suitable for service staff from various industries and backroom staff with functional responsibility working with internal customers to provide service excellence.
Duration : 1 day (7 hrs)
Time : 9:00am to 5:00pm
| Fees | Individuals | |||
| Course Fee | $350.00 | |||
| Add: GST @ 9% of Course Fee | $31.50 | |||
| Total Fee Payable to SQC | $381.50 | |||
Course Application
| Details | Registration |
|---|---|
|
June 13, 2026 - June 13, 2026 (8:30 am - 4:30 pm)
[Online - Weekend]
|
Closed |
|
July 10, 2026 - July 10, 2026 (8:30 am - 4:30 pm)
[Classroom - Weekday]
|
Closed |
|
August 7, 2026 - August 7, 2026 (8:30 am - 4:30 pm)
[Online - Weekday]
|
Register Now |
|
September 4, 2026 - September 4, 2026 (8:30 am - 4:30 pm)
[Classroom - Weekday]
|
Register Now |
|
October 9, 2026 - October 9, 2026 (8:30 am - 4:30 pm)
[Classroom - Weekday]
|
Register Now |
|
December 14, 2026 - December 14, 2026 (8:30 am - 4:30 pm)
[Online - Weekday]
|
Register Now |
