Advanced Communication Skills
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Professional training course · ISSD-010
Handling Difficult People and Conversations
Every professional faces difficult people and conversations: angry customers, uncooperative colleagues, demanding managers or sensitive issues. Handling them well…
- 5 daysClassroom
- 15Upcoming dates
- 6Cities
- £2,850Fees from
Course overview
Why Attend
Every professional faces difficult people and conversations: angry customers, uncooperative colleagues, demanding managers or sensitive issues. Handling them well protects relationships and outcomes.
This LLMI course covers understanding difficult behaviour, managing your own reactions, preparing for difficult conversations, structured conversation models, de-escalation, assertive responses, dealing with specific behaviour types and follow-up. Participants practise realistic scenarios.
Course Objectives
Understand causes of difficult behaviour
Manage your own emotional reactions
Prepare for difficult conversations
Use structured conversation models
De-escalate tense situations
Agree actions and follow up
Target Audience
Managers and team leaders
Customer service staff
HR professionals
Project managers
Professionals at all levels
Frontline staff
Course Methodology
Role plays
Case scenarios
Practical models
Feedback
Group discussions
Course outline
-
1Day 1: Understanding Difficult Behaviour
- Why people behave difficultly
- Triggers
- Behaviour types
- Perspective-taking
- Exercise: Scenario analysis
-
2Day 2: Managing Yourself
- Emotional reactions
- Staying calm
- Mindset
- Preparation
- Practice: Calming techniques
-
3Day 3: Conversation Models
- Structured models
- Opening the conversation
- Listening
- Problem-solving
- Role play: Difficult colleague
-
4Day 4: De-escalation
- De-escalation techniques
- Angry customers
- Assertive responses
- Boundaries
- Role play: Angry customer
-
5Day 5: Follow-up
- Agreeing actions
- Documentation
- Escalation
- Rebuilding relationships
- Capstone: Conversation plan
Dates and fees
Questions
Frequently asked questions
How long is the Handling Difficult People and Conversations course?
The course runs over 5 days of classroom training, usually Monday to Friday.
When is the next Handling Difficult People and Conversations course?
The next public date is 16 - 20 Nov 2026 in Munich. There are 15 upcoming dates in total.
Where is this course held?
Upcoming sessions run in Munich, Amsterdam, Istanbul, London, Barcelona, Paris.
How much does the course cost?
Fees start from £2,850 per delegate, depending on the city. Fees include tuition and course materials.
Do participants receive a certificate?
Yes. Delegates who complete the course receive a London Leadership Management Innovation certificate of completion.
Can this course be delivered in-house for our team?
Yes. LLMI can tailor and deliver this course privately for your organisation at your premises or in one of our training cities.
Course information last updated 14 November 2026.
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