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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 or online
  • 15Upcoming dates
  • 6Cities
  • £2,750Fees from
View dates & register Get quotation Download PDF
Handling Difficult People and Conversations
Next classroom session Munich 16 - 20 Nov 2026 · £4,250 Next in London London 18 - 22 Jan 2027 · £2,750

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

  1. 1Day 1: Understanding Difficult Behaviour
    • Why people behave difficultly
    • Triggers
    • Behaviour types
    • Perspective-taking
    • Exercise: Scenario analysis
  2. 2Day 2: Managing Yourself
    • Emotional reactions
    • Staying calm
    • Mindset
    • Preparation
    • Practice: Calming techniques
  3. 3Day 3: Conversation Models
    • Structured models
    • Opening the conversation
    • Listening
    • Problem-solving
    • Role play: Difficult colleague
  4. 4Day 4: De-escalation
    • De-escalation techniques
    • Angry customers
    • Assertive responses
    • Boundaries
    • Role play: Angry customer
  5. 5Day 5: Follow-up
    • Agreeing actions
    • Documentation
    • Escalation
    • Rebuilding relationships
    • Capstone: Conversation plan

Schedule

Dates and fees

15 upcoming dates in 6 cities. Fees are per delegate; bring colleagues and every seat is discounted. Every date can also be joined live online for £1,280.

All dates as PDF
November 2026
16NOV 16 - 20 Nov 2026Mon to Fri · 5 daysNext session
Germany flag MunichGermany · Classroom
£4,250per delegate2+ people: £3,400 each
Register
December 2026
7DEC 7 - 11 Dec 2026Mon to Fri · 5 days
Netherlands flag AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
Register
21DEC 21 - 25 Dec 2026Mon to Fri · 5 days
Turkey flag IstanbulTurkey · Classroom
£2,850per delegate2+ people: £2,280 each
Register
January 2027
18JAN 18 - 22 Jan 2027Mon to Fri · 5 daysOur home city
United Kingdom flag LondonUnited Kingdom · Classroom
£2,750per delegate2+ people: £2,200 each
Register
February 2027
15FEB 15 - 19 Feb 2027Mon to Fri · 5 days
Spain flag BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
Register
March 2027
15MAR 15 - 19 Mar 2027Mon to Fri · 5 days
Turkey flag IstanbulTurkey · Classroom
£2,850per delegate2+ people: £2,280 each
Register
April 2027
19APR 19 - 23 Apr 2027Mon to Fri · 5 days
Netherlands flag AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
Register
May 2027
17MAY 17 - 21 May 2027Mon to Fri · 5 days
France flag ParisFrance · Classroom
£3,250per delegate2+ people: £2,600 each
Register
June 2027
21JUN 21 - 25 Jun 2027Mon to Fri · 5 days
Spain flag BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
Register
July 2027
19JUL 19 - 23 Jul 2027Mon to Fri · 5 daysOur home city
United Kingdom flag LondonUnited Kingdom · Classroom
£2,750per delegate2+ people: £2,200 each
Register
August 2027
16AUG 16 - 20 Aug 2027Mon to Fri · 5 days
Germany flag MunichGermany · Classroom
£4,250per delegate2+ people: £3,400 each
Register
September 2027
20SEP 20 - 24 Sep 2027Mon to Fri · 5 days
Netherlands flag AmsterdamNetherlands · Classroom
£4,250per delegate2+ people: £3,400 each
Register
October 2027
18OCT 18 - 22 Oct 2027Mon to Fri · 5 days
Turkey flag IstanbulTurkey · Classroom
£2,850per delegate2+ people: £2,280 each
Register
November 2027
15NOV 15 - 19 Nov 2027Mon to Fri · 5 daysOur home city
United Kingdom flag LondonUnited Kingdom · Classroom
£2,750per delegate2+ people: £2,200 each
Register
December 2027
20DEC 20 - 24 Dec 2027Mon to Fri · 5 days
Spain flag BarcelonaSpain · Classroom
£3,850per delegate2+ people: £3,080 each
Register

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.

Can I take Handling Difficult People and Conversations online?

Yes. Every date can also be joined live online in a virtual classroom with the trainer, for £1,280 per participant. Choose "Live online" in the dates table when you register.

How much does the course cost?

Fees start from £2,750 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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