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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

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 · £4,200

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

Schedule

Dates and fees

15 upcoming dates in 6 cities. Fees are per delegate; bring colleagues and every seat is discounted.

All dates as PDF

November 2026

16NOV 16 - 20 Nov 2026Mon to Fri · 5 daysNext session

MunichGermany · Classroom

£4,250per delegate2+ people: £3,400 each

December 2026

7DEC 7 - 11 Dec 2026Mon to Fri · 5 days

AmsterdamNetherlands · Classroom

£4,250per delegate2+ people: £3,400 each

21DEC 21 - 25 Dec 2026Mon to Fri · 5 days

IstanbulTurkey · Classroom

£2,850per delegate2+ people: £2,280 each

January 2027

18JAN 18 - 22 Jan 2027Mon to Fri · 5 daysOur home city

LondonUnited Kingdom · Classroom

£4,200per delegate2+ people: £3,360 each

February 2027

15FEB 15 - 19 Feb 2027Mon to Fri · 5 days

BarcelonaSpain · Classroom

£3,850per delegate2+ people: £3,080 each

March 2027

15MAR 15 - 19 Mar 2027Mon to Fri · 5 days

IstanbulTurkey · Classroom

£2,850per delegate2+ people: £2,280 each

April 2027

19APR 19 - 23 Apr 2027Mon to Fri · 5 days

AmsterdamNetherlands · Classroom

£4,250per delegate2+ people: £3,400 each

May 2027

17MAY 17 - 21 May 2027Mon to Fri · 5 days

ParisFrance · Classroom

£4,500per delegate2+ people: £3,600 each

June 2027

21JUN 21 - 25 Jun 2027Mon to Fri · 5 days

BarcelonaSpain · Classroom

£3,850per delegate2+ people: £3,080 each

July 2027

19JUL 19 - 23 Jul 2027Mon to Fri · 5 daysOur home city

LondonUnited Kingdom · Classroom

£4,200per delegate2+ people: £3,360 each

August 2027

16AUG 16 - 20 Aug 2027Mon to Fri · 5 days

MunichGermany · Classroom

£4,250per delegate2+ people: £3,400 each

September 2027

20SEP 20 - 24 Sep 2027Mon to Fri · 5 days

AmsterdamNetherlands · Classroom

£4,250per delegate2+ people: £3,400 each

October 2027

18OCT 18 - 22 Oct 2027Mon to Fri · 5 days

IstanbulTurkey · Classroom

£2,850per delegate2+ people: £2,280 each

November 2027

15NOV 15 - 19 Nov 2027Mon to Fri · 5 daysOur home city

LondonUnited Kingdom · Classroom

£4,200per delegate2+ people: £3,360 each

December 2027

20DEC 20 - 24 Dec 2027Mon to Fri · 5 days

BarcelonaSpain · Classroom

£3,850per delegate2+ people: £3,080 each

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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