Leading Difficult People & Situations


Tools for Managing Tough People and Tough Situations.

Whatever your role and responsibility it’s likely that at some point you will face difficult situations and difficult people. When leading a team or a project it can be as you are moving ahead to meet deadlines and you find yourself up against different agendas, or challenging personalities. This session will help you navigate and understand the mechanisms and psychology at play, when you’re dealing with difficult situations and often the difficult people involved as a result.

Whether it is finding solutions in tough circumstances, keeping clients satisfied, dealing with difficult team members or project stakeholders, this course is designed to help leaders and managers find the right solution to get moving forward.

This course will help you learn, develop and practice the successful behaviours that are necessary to navigate through the tough times – and often help you to avoid them in the first place. Handled poorly or left unaddressed, difficult situations can create compounding problems that will only effect ongoing working relationships and client satisfaction. This course will equip you with an understanding and ability to diagnose the correct strategy for handling the diverse personalities involved and make the right resolution based decisions every time.

Learning Outcomes

  • Identify the underlying driving force of a difficult situation.
  • Develop the right leadership strategy to get the desired outcome.
  • Understand what works and what doesn’t work when dealing with difficult situations and people.
  • Know your reaction mechanisms and work towards developing successful self management behaviours.
  • Adopt influencing strategies to steer towards desired outcomes and build better rapport.
  • Use advanced communications techniques to create better rapport and defusing techniques.
  • Apply techniques to effectively process criticism.
  • Define conflict and identify your style in conflict situations.
  • Apply a process for resolving workplace conflicts.

Designed For

  • Those who need to lead and manage challenging situations, people or clients.
  • Anyone looking for strategies to deal with tough or complex situations and find ways through.
  • Ideal Size: 6-10 participants.

Course Inclusions…

In-Depth TNA

Our consultants can provide a thorough Training Needs Analysis of your skill needs and learning objectives. We will ensure that we develop the best solution to upskill your team guaranteed.

Program Reports

We provide a range of evaluation methods and options to help you gain the right information and feedback to understand the return of training investment to your team and organisation.


All programs can be customised to your desired learning and skill needs. This includes activities and exercises that reflect your daily work practices, tailored content and real world scenarios.

Industry Facilitators

All our Facilitators bring real world experience and come highly recommended in their fields of expertise. We guarantee the right match for your organisation.


As a highly respected Australian education brand the CAL Group offers a Certificate of Achievement to acknowledge your professional development journey.

Our Learning Solutions…

Remote Ready

All our programs have remote workplace delivery methods to cater for your specific organisational needs. Our facilitators are highly experienced in Live, Hybrid and Virtual formats.

Adaptable Delivery

Each program can be conducted in a variety of time and delivery formats to suit your staffing needs. Talk to us about how we can best adapt to your training requirements.

Fully Customisable

All training content is tailored to your specific training needs and objectives. This includes using real workplace scenarios for activities and exercises.

Social Learning Integration

With increased remote workplace challenges our workshops inetgrate social learning techniques to develop your team through connecting with each other.