All our open courses can be trained as live, virtual, remote courses via Zoom and also Face to Face workshops in London. Please click on the link to view our course schedule and calendar. 

Course Price:

Live remote courses via Zoom: £295 + VAT per person.

Face to Face workshops: £395 + VAT per person

Saturday workshops: £495+ VAT per person (please see our course calendar or call to check dates)

Managing difficult employees and problem people

People-problems, like people themselves, come in all sorts of shapes and sizes: some are trivial, minor irritations, while others are more substantial and seriously impair relationships or performance of a job to be done.

This course is ideal for managers who need better techniques to ‘handle problem people’ or ‘deal with difficult staff’.  Its focus is to teach managers more effective ways of managing performance or attitude problems before they become serious and what to do if action is needed. It is packed with many practical tips and techniques and help managers manage all difficult situations confidently and competently.

Managers that will benefit from this course will be faced with some or all of the following problems

  • Employees on unpleasant tasks?
  • Employees that regularly miss work deadlines or submit work that needs to be redone?
  • Employees who refuse to do assigned work or who tend to “pass the buck”
  • Employees that continuously ignore rules and regulations
  • Employee who have been late beyond minimum standards or absent beyond reasonable norms
  • Employees who cause personality conflicts with other workers or frequently have a negative attitude

Course Dates

Managing Difficult Employees Course Agenda


Introduction/course aims and objectives

The causes of conflict – how to recognise and pre-empt them

The assertive leader – managing situations confidently

Strategies for managing the difficult conversation – early interventions

Analysing your conflict resolution profile and behavioural style

Recognising classic profiles of difficult people and how to manage them

Deciding when to take the most appropriate action

Building a case to tackle the difficult employee through investigation and documention

Role-play – ‘Managing the difficult conversation’


Managing inefficiency and poor performance issues

Tackling attitude and behaviour issues confidently

Communicating with unresponsive individuals

Handling hostile and aggressive situations

Role-play – ‘Dealing with the aggressive employee’

Handling the reactions of the difficult conversation

Confidently handling the disciplinary meeting

Follow through and managing the relationship after the meeting

Discussion and role-play – ‘Keeping the disruptive employee on track’

Course close

Our training is carried out in a risk-free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

Other related courses include assertiveness skills, mediation skills, negotiation skills and communication skills for managers. Click here if you need more information regarding Dealing With Difficult People training courses or contact Total Success who will be delighted to talk to you via e-mail.

Why choose Total Success for your training?

  • our lead trainers have over 18 years experience in training
  • a maximum of 8 delegates means more time spent on individual needs
  • we guarantee to run the course and will never cancel at the last moment
  • free subscription to our monthly training newsletter

All open courses are trained in Central London at the St Giles Hotel.

Each delegate receives a comprehensive training workbook that doubles as an open course manual. Courses run from 9.30-5.30 with lunch and refreshments provided.

In-Company Courses

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements.

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