Dealing with Difficult People & Managing Difficult Conversations

Course introduction

Whether it’s about behaviour, achievements or any personal topic, having hard conversations or dealing with difficult people can be the source of stress and anxiety for school and college staff in all sorts of roles.

However, no matter how tricky the other people are behaving or how tough the subject is, it’s important to remember the only thing you’re in control of is yourself. Think of it like this, you can’t control the weather, but you can prepare for it…

This course is designed to help you prepare, no matter what the circumstances are. You’ll finish the day feeling empowered and more confident to deal with these tricky situations.

We’ve developed this course in two parts;

During the morning session, we will discuss how to deal with difficult people. Our four-step process offers a set of practical tools to handle these tricky situations effectively and empathetically.

Throughout the afternoon we will look at how to handle challenging conversations using our tried and tested 10-step methodology. The techniques discussed will help you feel in control of the situation, give you the confidence to communicate clearly and calmly and if all else fails, we’ll give you the tools to think on your feet!

What we will cover throughout the day

• Dealing with Difficult People

• How to deal with difficult people and keep calm when under attack

• Specific strategies for conflict resolution

• Ways to deal with special requests

• Effective ways to deliver bad news

• Practice communication skills

• Practical ways to handle aggressive behaviour

• How to shrug off the negative and not take things personally

• Develop influencing and negotiation skills to facilitate resolutions

• Dealing with Difficult Conversations

• Learn new strategies for handling difficult conversations effectively

• Select the best way to structure the start of a difficult conversation

• Understand the problem and select the appropriate approach to deal with it

• Identify and visualise the best possible outcome

• Effectively prepare physically and mentally for the conversation

• Deal effectively with sensitive situations

• How to think on your feet if the conversation takes an unexpected turn

• Know what to say when everything else fails

Target audience

Do you work directly or indirectly with staff and parents and are looking to develop more confidence and skills to deal with difficult people and conversations? Then this online course is for you!

This course suits a very wide range of school/college-based staff including headteachers, deputy headteachers, teachers, business managers, site managers, family support workers, SENCO/ALNCO, special education teachers, pastoral teachers or support, bursars, school PAs, safeguarding leads, school governors, education welfare officers, supervisors, receptionists, local authority staff and multidisciplinary teams.

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.
• 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.