Dealing with Difficult People at Work Atwea College

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Dealing with Difficult People at Work

This course has no current classes. Please join the waiting list.

Employees are increasingly having to handle people who are difficult, aggressive and both verbally and physically threatening. This interactive and practical workshop is designed to assist staff to manage these situations in a way that ensures their safety and lessens their levels of stress.

Who should attend:

Anyone who comes into contact with external or internal clients should attend this face-to-face workshop.


After describing a difficult scenario they have encountered previously, participants will explore the following topics and techniques and apply them to their own situation:

  • The Levels of Conflict tool
  • Flight, fight and flow behaviour
  • Verbal Responses -What to say and what to avoid
  • Behavioural styles questionnaire
  • Exploring how to handle those styles and stay safe
  • Assertiveness exercises and case studies
  • Strategies to reach an agreement
  • Better alternatives to handle aggression
  • How to debrief after a difficult incident
  • Personal learning contract –how to transfer learning to the workplaces


The facilitator will use case studies, a questionnaire, personal and participant examples, and group discussions/individual exercises to assist the participants to become more confident, less stressed and more capable of dealing with difficult clients.


  • Pen & paper

At Atwea College we offer a wide variety of Business, Lifestyle & Leisure courses at various locations throughout Newcastle, the Hunter Region and the Mid North Coast.

Course enrolment must be accompanied by a fee; we are unable to hold places for people or accept deposits on Lifestyle courses. Once enrolment is completed students will receive a course confirmation either in writing or by email.  This course confirmation constitutes a receipt.

Please check your confirmation letter to ensure you have the correct time, date and location of your course as well as any necessary requirements. There is a room directory located at each venue directing you to your classroom.  

Parking fees may apply at some venues.

Please visit our website to read our Fee, Withdrawal and Refund Policy: CLICK HERE

This policy outlines your options for situations where Atwea College cancels a course, or where you are unable to attend the course you have enrolled in. Please contact one of our friendly staff if you have any enquiries or need to make any changes to your enrolment.

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