Global Learning for Operational Leaders
Classroom
15 sessions
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Online / Live
15 sessions
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Introduction
Course overview
Every professional faces difficult people and conversations: angry customers, uncooperative colleagues, demanding managers or sensitive issues. Handling them well protects relationships and outcomes.
This Aractech course covers understanding difficult behaviour, managing your own reactions, preparing for difficult conversations, structured conversation models, de-escalation, assertive responses, dealing with specific behaviour types and follow-up. Participants practise realistic scenarios.
What you will achieve
Learning objectives
- Understand causes of difficult behaviour
- Manage your own emotional reactions
- Prepare for difficult conversations
- Use structured conversation models
- De-escalate tense situations
- Agree actions and follow up
Who should attend
Target audience
- Managers and team leaders
- Customer service staff
- HR professionals
- Project managers
- Professionals at all levels
- Frontline staff
Methodology
Learning approach
- Role plays
- Case scenarios
- Practical models
- Feedback
- Group discussions
Complete course outline
Five focused days of learning and application
The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.
Day 1
Understanding Difficult Behaviour
- Why people behave difficultly
- Triggers
- Behaviour types
- Coffee break
- Behaviour types (continued)
- Perspective-taking
- Exercise: Scenario analysis
Day 2
Managing Yourself
- Emotional reactions
- Staying calm
- Mindset
- Coffee break
- Mindset (continued)
- Preparation
- Practice: Calming techniques
Day 3
Conversation Models
- Structured models
- Opening the conversation
- Listening
- Coffee break
- Listening (continued)
- Problem-solving
- Role play: Difficult colleague
Day 4
De-escalation
- De-escalation techniques
- Angry customers
- Assertive responses
- Coffee break
- Assertive responses (continued)
- Boundaries
- Role play: Angry customer
Day 5
Follow-up
- Agreeing actions
- Documentation
- Escalation
- Coffee break
- Escalation (continued)
- Rebuilding relationships
- Capstone: Conversation plan
FAQ
Frequently asked questions
What does Handling Difficult People and Conversations (ISSD-010) cover?
This course covers Interpersonal Skills and Self Development through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 16 - 20 November 2026. See the course schedules section for the available dates and delivery formats.
Who should attend this course?
Managers and team leaders, Customer service staff, HR professionals
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Check the course schedules section for currently published classroom and Online / Live sessions.
Where are classroom sessions delivered?
Current classroom venues include Munich, Amsterdam, Istanbul, London, Barcelona, Paris.
How long is the training programme?
The programme runs for five days from 09:00 to 14:00, which gives 25 contact hours, including a daily 30-minute break (22.5 hours of instruction).
Quick request
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Choose an available date and venue, add your participants, and we will email a formal quotation for Handling Difficult People and Conversations to your business address.