Dealing with Difficult Behaviours

Dealing with Difficult Behaviours

Look, we've all been there. You're trying to have a productive conversation with a colleague, and suddenly they're either shutting down completely, getting defensive, or maybe even becoming aggressive. Your heart starts racing, you feel that knot in your stomach, and you're thinking "How the hell did this escalate so quickly?" Whether it's the team member who rolls their eyes at every suggestion, the client who seems to take everything personally, or that one person in meetings who just loves to derail everything - difficult behaviours can absolutely drain your energy and make your workday feel like you're walking through a minefield.

Here's the thing though - most of us were never actually taught how to handle these situations properly. We just wing it, hope for the best, and often end up making things worse. I've seen brilliant managers completely lose their confidence because they couldn't figure out how to deal with one challenging person. And honestly, it's not your fault. Nobody hands you a manual on day one that says "Here's how to handle Steve when he gets passive-aggressive" or "This is what to do when Sarah starts yelling."

This training isn't about becoming a therapist or trying to fix people's personalities. It's about giving you practical tools that actually work in real workplace situations. You'll learn how to recognise the early warning signs before things blow up, how to stay calm when someone's pushing your buttons, and most importantly, how to respond in ways that actually de-escalate rather than making everything worse. We'll work through scenarios you'll actually recognise - like dealing with someone who constantly interrupts, handling the person who never takes responsibility for anything, or managing that colleague who seems to take everything as a personal attack.

One of the biggest breakthroughs people have in this session is realising that difficult behaviour usually isn't about you - it's often about what's going on for that person. When you understand the psychology behind why people act out, get defensive, or become hostile, you can respond much more effectively. You'll discover techniques for managing difficult conversations that don't leave you feeling drained, and learn how to set boundaries without creating more conflict.

What You'll Learn

You'll walk away knowing exactly how to read the room before a conversation goes sideways. We'll cover specific phrases and techniques that help you stay in control when someone's trying to wind you up, plus strategies for redirecting negative energy into something more productive. You'll practice how to give feedback to defensive people without them shutting down, and learn the art of calling out bad behaviour without creating enemies. We'll also tackle how to protect your own mental energy when you're dealing with consistently difficult people - because let's face it, some folks are just going to be challenging no matter what you do.

Most importantly, you'll discover how to have those tough conversations that need to happen but that everyone's been avoiding. You know the ones - where someone's behaviour is affecting the whole team, but nobody wants to be the one to address it. You'll learn how to approach these situations professionally and effectively, so problems get solved rather than just swept under the rug.

We'll also explore when it's time to escalate things up the chain and how to document issues properly. Plus, you'll get strategies for maintaining good relationships with people even after you've had to call them out on something. Because the goal isn't to win battles - it's to create a workplace where everyone can actually get stuff done without dealing with unnecessary drama.

The Bottom Line

After this training, you'll never again have to lie awake at night replaying a difficult conversation and thinking of all the things you should have said. You'll have a toolkit of responses that actually work, the confidence to address problems before they spiral out of control, and the skills to maintain your own sanity while dealing with challenging people. Most participants tell me that just having these strategies in their back pocket makes them feel more confident in every workplace interaction. You'll spend less time avoiding difficult people and more time focusing on the work that actually matters.