Management, strategy, project management, business, people skills, communication, public policy

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Handling Difficult People and Conflict (London) 26th March 2019

  • Your trainer
  • Tony Cash

Mercure London Paddington

Aims & objectives

Often disagreements and misunderstandings turn into fully blown conflicts. It’s essential we have skills and techniques in order to deal with conflict and/or difficult people and situations effectively.

It is crucial when dealing with difficult people and difficult situations we look at our approach to conflict and understand how different perceptions are a key cause of conflict. Working in today’s fast pace and often under a lot of pressure, it’s crucial we develop social awareness, enhance working relationships, manage our emotions and learn how to read and interpret the signals given through non- verbal communication.

When we understand our own and others’ barriers then we can deal with difficult people much more effectively.

We cannot avoid workplace conflict and difficult people. It happens frequently as we all have different values, beliefs and perceptions. We can however learn how to deal with difficult people effectively to bring about a productive, positive working relationship.

This workshop also offers an opportunity to role play challenging situations you are experiencing or have experienced with others who have different ways of working.

By attending this workshop delegates will be able to:

  • Define problem behaviour and the options available to handle it.
  • Explain what is conflict and what causes it.
  • Explain the different styles of resolving conflict.
  • Define what effective assertive communication is and how it can be used to deal with difficult people including giving feedback.
  • Techniques for dealing with aggression and anger.
  • Have the opportunity to practice dealing with conflict scenarios.


Tony Cash

Training Consultant

Tony is an expert on management, policy, regulation and strategy issues and has used this expertise working as a training consultant since he left the UK Civil Service in 2010. His government leadership roles included Head of Strategy and Communications for the Joint Trade Policy Unit (a combined Department for International Development / Department for Business team) and Deputy Director of the internal training team at the Department for Business.

Since Tony became a freelance training consultant he has trained people in policy making best practice and better regulation across the UK and overseas (including Bermuda, British Virgin Islands, Dubai, Guernsey, Ireland, Kenya, Malta and South Africa). His in-depth training has enabled many organisations to improve their policies and strategies. Tony also facilitates training on leadership and management e.g. he delivers training on coaching skills for managers in the UK and has provided it for people in Dubai. Other subjects that Tony covers include confidence and impact, economics, feedback skills, handling difficult people, speechwriting, strategic management, time management and unlocking potential. Tony has a Masters degree in organisation development and holds qualifications in coaching (Certificate in Executive Coaching), training (CIPD Certificate in Training Practice), project management (PRINCE 2 Foundation and Practitioner) and Neuro-Linguistic Programming.


09.00 Coffee and Registration

09.30 Introductions, Approach and Structure of the Day

09.45 Introduction and Background and Personal Objectives

  • What is conflict and when does it arise.
  • Difficult situations and behaviours at work.
  • Attitudes and perspectives’ and how these are communicated.

11.00 Coffee Break

11.15 The Importance of Communications

  • The importance of effective listening skills.
  • Styles of managing conflict and when appropriate.
  • Identify your communication strengths.

13.00 Lunch

14.00 Techniques

  • Techniques for dealing with anger and aggression.
  • How to stay focused on what can be achieved.
  • When you need to consider escalating to a higher authority for support and resolution.

14.45 Coffee Break

15.00 Group Discussion and Questions & Answers Session

16.00 Review of the Day

16.15 Close of Course

Please note the above agenda and speakers are subject to change without notice


Mercure London Paddington

144 Praed St, Paddington, London W2 1HU