Dealing With Difficult Behaviours

Dealing With Difficult Behaviours

You know that feeling when someone walks into your office and you can already tell they're going to be "one of those" conversations? Maybe it's the way they're carrying themselves, or perhaps you've dealt with this person before and know exactly what's coming. We've all been there – whether it's the colleague who always finds fault with everything, the customer who escalates every minor issue into a major drama, or the team member who seems to thrive on creating conflict.

Here's the thing about difficult behaviours: they're not going away. In fact, in today's high-pressure work environment, you're probably encountering them more often than ever. The good news? Most of these behaviours aren't personal attacks on you – they're usually symptoms of something else entirely. Stress, frustration, feeling unheard, or simply not knowing how else to communicate their needs.

This training isn't about becoming a workplace therapist or learning to "fix" difficult people. It's about giving you practical tools to navigate these challenging interactions without losing your sanity or your professionalism. You'll learn how to recognise the warning signs before a conversation goes sideways, understand what's really driving someone's difficult behaviour, and most importantly, how to respond in ways that actually work.

We'll cover the difference between assertive and aggressive responses (there's a bigger gap than you might think), how to set boundaries that stick, and techniques for de-escalating situations before they blow up. You'll also discover how your own communication style might inadvertently be making things worse – and what to do about it.

The supervision skills you develop here aren't just for managers. Whether you're dealing with internal colleagues, external customers, or anyone in between, these strategies will help you maintain your composure and actually get results.

What You'll Learn

How to quickly identify different types of difficult behaviours and what triggers them
Practical de-escalation techniques that work in real-world situations
Ways to set clear boundaries without coming across as confrontational
Strategies for staying calm when someone else is losing it
How to redirect negative conversations toward productive outcomes
When to engage and when to disengage (this one's crucial)
Communication techniques that prevent problems from escalating in the first place

The Bottom Line

Nobody enjoys dealing with difficult people, but it's part of working with humans. This training gives you a toolkit of proven strategies that actually work in practice, not just in theory. You'll walk away feeling more confident about handling these situations and less likely to let them ruin your day. Most importantly, you'll learn that effective communication can transform even the most challenging interactions into something manageable – and sometimes even productive.

Available in Sydney, Melbourne, Brisbane, Perth, Adelaide, and Online.