Dealing with Difficult People & Managing Difficult Conversations

Course introduction

• A proven approach to manage difficult individuals with confidence and empathy.
• A framework for navigating tough conversations with clarity and control.
• Practical techniques to stay calm, think on your feet, and communicate with authority—even in high-pressure situations.
• Tools to de-escalate conflicts, set boundaries, and achieve positive outcomes.

You’ll also have the opportunity to discuss real-world challenges with an expert trainer and network with peers.

By the end of the course, you’ll walk away feeling empowered, prepared, and ready to tackle any tough conversation head-on.

Don’t let difficult people or conversations hold you back—secure your spot today!

What we will cover throughout the day

• Prepare effectively for difficult conversations with clear planning, the right time and place.

• Prepare effectively for difficult conversations with the right mindset and aligned communication.

• Create connection and reduce tension by removing ego, listening actively, and giving sincere, solution-focused apologies.

• Understand problems, identify optimal resolutions, and prepare physically and mentally to achieve the best possible results.

• Enhance your ability to influence others, negotiate successfully, and facilitate positive outcomes in difficult interactions.

Target audience

This course is designed for a broad spectrum of school and college-based staff who regularly navigate challenging interactions or manage sensitive conversations. It is particularly suited to:

Leadership roles: Headteachers, deputy headteachers, senior leadership teams.
Teaching and learning staff: Teachers, SENCOs/ALNCOs, special education teachers, pastoral teachers or support staff.
Operational and administrative staff: Business managers, site managers, bursars, school PAs, receptionists.
Support and welfare roles: Family support workers, safeguarding leads, education welfare officers.
Governance and oversight: School governors, local authority representatives.

Multidisciplinary teams: Any professionals working across education, care, and support services within a school or college context.

By addressing the diverse needs of these roles, the course ensures that all staff members – from classroom practitioners to senior leaders – are equipped with practical strategies to handle difficult people and manage challenging conversations effectively.

Trainers for this course

Nicola S. Morgan

BAEd QTS

As an international education consultant, author and teacher, Nicola has a reputation for successfully managing the most challenging behaviour and motivating staff, senior leaders and par...ents to help implement change.

Since starting NSMTC and sharing her expertise with a wider audience, Nicola regularly receives positive feedback. Attendees praise her delivery style and how motivated and inspired they feel following her sessions. They leave each training or course with the confidence to push their own boundaries for personal achievement.

On top of writing countless educational books and articles, Nicola is an International Values-Based Education approved trainer, NLP Master Practitioner and an English Channel Swimmer.Read more

See what others have to say about us

“Thank you for a great course. I have taken the strategies away with me including breaking state, following up the conversation via email and flipping the situation.”

“Absolutely fantastic course, I really enjoyed it. The trainer was excellent in delivering the course in a friendly and fun but informative way. I have learnt new skills that I can take away and hopefully practice.”

“Fantastic, it’s given me lots of ideas and strategies. I can use it in the classroom with parents and with staff, especially moving forward into my new role as a Deputy Head. Engaging and purposeful, I can really make changes around the school.”

About the venue

Stay at home, get comfortable and enjoy our live interactive course via Zoom! You’ll receive the link a few days before the course date so you can get prepared (and excited) ahead of time.

Handy course logistics

• The course will run via Zoom from 9:30 am – 3:00 pm, however, the trainer will be available 15 minutes before and after the course times to answer any questions.
• You’ll receive mid-morning, lunch and afternoon breaks to re-energise.
• This course is designed to be interactive and inclusive. We welcome questions and discussions throughout and we want you to be comfortable and stress-free no matter where you join us from!
• Your course pack includes handouts, an M&S voucher for food, a snack, a pen and a notepad – we’ll send this to you before the day. Please note this is only for UK-based participants, international attendees will receive the pack via email. PLEASE NOTE: We are going paperless from 31st August 2025. To reduce our environmental impact, NSM Training & Consultancy will no longer post printed delegate packs after 31st August 2025. If you book by 31st August 2025, you will receive a printed pack by post, after this date you will receive only your handouts via email (M&S voucher, a snack, and a pen will no longer be available). Same great content, now greener and more efficient. Thank you for your support as we go paperless.
• Additional links and information will be emailed to you before and during the course.
• This course is also available as an in-house / INSET training session at your school. Contact us for details.
• Please Note – the cost is per person
• Please note – the early bird rate of £185+ VAT ends 28 days prior to the course date, after this the standard rate of £215+VAT will be charged.