How to Handle Difficult People

New Horizons Australia Institute of Technology
  • Awarded by
    New Horizons Australia Institute of Technology (RTO 91656)
  • Qualification
    Short Course
  • Study Mode
    On Campus
  • Course Cost
  • Duration
    2 Days
  • Payment Option
    Upfront payment
  • Duration
    2 Days
  • Start Date
    Enquire now for upcoming start dates.
  • Location
    NSW | VIC | QLD | WA

overviewCourse Overview

The New Horizons How to Handle Difficult People Program teaches participants techniques to deal with difficult customers and staff members in a positive and assertive way. Participants learn the assertiveness model and various strategies to communicate with individuals who are dominant or potentially emotionally volatile.

Program activities include role-plays with difficult situations, boundary setting and empathizing. Participants also learn about themselves in interaction with others, how emotional responses can impede positive outcomes and what to do about it. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure participant success.

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What you'll learnWhat You'll Learn

In this How to Handle Difficult People course, the subjects you may study include:

·         Lesson 1: Managing diversity

·         Lesson 2: Dealing with difficult behavior

·         Lesson 3: Practical techniques for dealing with: Aggressive, Blaming, Defensive and Passive Behavior

·         Lesson 4: Effective workplace communication

·         Lesson 5: Prevention is better than cure

Why study withWhy Study With New Horizons Australia Institute of Technology

With experience in delivering technology training that spans over 35 years, you can trust New Horizons Australia Institute of Technology to boost your skills in a range of areas including information technology, leadership, graphic design and more.

Their short courses are led by an expert team of trainers who have over 10 years of industry and teaching experience, and are all passionate and dedicated to getting you on the right path to success. Ranging from four hours to five days, New Horizons has short courses that’ll fill your knowledge gaps and lift your credentials in no time.

With a commitment to helping you achieve your educational goals, New Horizons Australia Institute of Technology is all about putting you on the right path to success. Turn to their experienced team and teachers to help equip you with the right skills and knowledge that’ll set you apart from the rest.

Where will it lead meWhere Will It Lead Me?

Upon successful completion of this How to Handle Difficult People course from New Horizons, Participants will leave the course with a certificate of attendance and an individualized action plan to help support next steps on return to the workplace. More importantly, you will have developed skills and knowledge to:

  • Diplomatically say ‘No’ and keep boundaries intact


  • Use assertive communication techniques to express your wants


  • Give constructive feedback


  • Take control of a conversation diplomatically


  • Counter intimidation tactics from Tanks, Snipers, and Exploders


  • Develop your confidence around potentially conflict-laden situations


How much will it costHow Much Will It Cost?

An upfront payment of $1,300 is required to enroll in this course. Enquire now to find out more!

Pre-requisitesWhat You'll Need To Get In

There are no prerequisites for this course.

Campus locationsCampus Location

Campus locations

This course can be delivered on campus to provide you with practical training in a face-to-face learning environment. It is available to study at the following locations:

New South Wales






Western Australia

Enquire Now