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Rated 4.9/5

2,283 reviews on

Dealing with Challenging People / Situations

Duration: One Day

Resolving conflict is about more than discussing facts – views and feelings must be valued, too. Remember: ‘The customer’s perception is their reality’.

Hamilton Mercer’s Service Methodologies™ help people remain calm, empathetic and responsive during difficult interactions so they can arrive at favourable outcomes.

Certification

  • This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

    Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Certification

This course is accredited by The CPD Standards Office (CPDSO) and is worth a total of 6 CPD Hours.

Upon completion, learners will be awarded with an Official CPD Certificate & Learning Reflection Tool, which can be included within a formal CPD record for a professional institute, regulator or employer.

Audience

Audience

  • Suitable for individuals at all levels who deal with challenges involving customers and colleagues across multiple communication channels, including face-to-face, telephone, and written interactions.

Learning Objectives

Learning Objectives

  • Upon completing this course, learners will be able to:
  • Prevent unnecessary escalation by applying self-awareness and mindful language.
  • Identify root causes at both technical and emotional levels.
  • Resolve conflict with appropriate empathy and, when needed, apology or sympathy.
  • Deliver bad news with confidence and credibility to minimise resistance.
  • Keep conversations focused and timely while assertively addressing inappropriate behaviours.
  • Use AI tools effectively to improve efficiency while keeping a human-centred approach.

Return on Investment

Return on Investment

  • Performance outcomes include:
  • Increased confidence and morale, leading to stronger decision-making.
  • Reduced stress and anxiety, resulting in fewer staff absences.
  • More assertive staff resolving interactions quickly and effectively.
  • Greater resilience, with the ability to recover swiftly from challenging situations.
  • Stronger ownership and fewer unnecessary escalations to managers.

Course Content

Course Content

Learning Outcomes

  • Prevent unnecessary escalation when dealing with difficult interactions.
  • Apply the right level of assertiveness in confrontational conversations.
  • Strengthen patience, tolerance, and empathy to improve outcomes.

Service Methodologies

  • Trigger Phrases That Cause Unnecessary Escalations
  • Tactfully Highlighting People’s Mistakes™

Learning Outcomes

  • Retain key information and remain attentive, even when others are venting.
  • Defuse emotionally charged situations by applying the right level of empathy.
  • Recognise when to use empathy, sympathy, or apology to strengthen trust.

Service Methodologies

  • Empathy vs. Sympathy vs. Apology
  • Empathetic Listening
  • Empathetic Responding: S.I.F.T. Method™

Learning Outcomes

  • Deliver bad news confidently and credibly across all communication channels.
  • Communicate undesirable outcomes with clarity, structure, and professionalism.
  • Minimise challenges by ensuring consistency, timeliness, and efficiency.

Service Methodologies

  • Credibly Delivering Bad News™

Learning Outcomes

  • Stay in control of conversations to ensure they remain timely and productive.
  • Distinguish between borderline and blatantly inappropriate behaviour.
  • Apply the right level of assertiveness when addressing inappropriate behaviours.

Service Methodologies

  • Reining-in Rambling / Overly Talkative People™
  • Confronting Inappropriate Behaviours Assertively

Learning Formats

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Classroom

Instructor-Led at one of
our Locations or Yours

Live Virtual

Instructor-Led via
Zoom or Microsoft Teams

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Hybrid

Instructor-Led, combining Classroom & Live Virtual

Quick Links

View Course dates
Make an Enquiry
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Learning Solutions

Learning Solutions

Option 1
Scheduled Courses
Develop Individuals

  • Length: One Day.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (Covent Garden, London) or Live Virtual (via Zoom).
  • Catering: Breakfast, Lunch & Refreshments by Monmouth Kitchen.
  • Approach: Pre-Course Questionnaire & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
View Course Dates

Option 2
Tailored Training
Develop Teams

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit.
  • Certification: CPD Certificate & Learning Reflection Tool (6 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Option 3
Transformation Programme
Develop Teams & Culture

  • Length: Flexible.
  • Delivery Style: Instructor-Led, Highly Interactive (no PowerPoint) & Inclusive.
  • Format/Location: Classroom (At Your Offices), Live Virtual (via Microsoft Teams/Zoom), Hybrid (Combination of Both).
  • Approach: Comprehensive Learning and Performance Needs Analysis & Learning Reinforcement Toolkit & Coaching for Leaders/Managers.
  • Certification: CPD Certificate & Learning Reflection Tool (6 - 18 CPD Hours).
  • Learning Materials & Reinforcement: Learning Manual & Videos, Cheat Sheets, Fortnightly Knowledge Quizzes, Assessment Questionnaires.
Make an Enquiry

Scheduled Course Dates

Classroom & Live Virtual

Scheduled Course Dates

Classroom & Live Virtual

Classroom & Live Virtual

London – Covent Garden

20 Mercer Street
Covent Garden
London
WC2H 9HD

View map here

Live Virtual Sessions – will be Led Live by our Expert  Facilitators via Zoom.

Do you have more than 3 learners?

A more cost effective solution would be our Tailored Training; this can be delivered as Live Virtual, Classroom  (at your offices) or Hybrid training.

Call us on 0800 121 4660 or complete the enquiry form to discuss.

Testimonials & Reviews

Testimonials & Reviews

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Since 2007 we’ve worked with organisations of all sizes, from government agencies to technology giants, we help thousands of people across the world define a service standard.

Private Sector

“Very good instruction. Good role plays. Good interaction. Delivery style was good. Humorous at times but serious when it needed to be. Course content was relevant and very well laid out. Awesome course.”
Panasonic Avionics Corporation, Regional IT Manager
Panasonic Avionics Corporation, Regional IT Manager
“I have enjoyed the training a lot. I have already used some tips in today’s escalation. The trainer was very nice and answered all the additional questions we had. Highly recommend.”
Pennon Water Services, RSC Advisor
Pennon Water Services, RSC Advisor
“Thank you for the training - it was engaging and informative. Resources were well organised and I appreciated the visual content which made learning more digestible. I enjoyed the interactive activities with the group - this should definitely be encouraged in the future.”
Diocese of London, Safeguarding Administrator
Diocese of London, Safeguarding Administrator

Public Sector

“Really enjoyed the training it was relevant and useful to all our team, excellent techniques to help when dealing with difficult people. Thank you.”
Wakefield Council, Team Leader
Wakefield Council, Team Leader
“I think this course is really helpful, for me especially. I have learnt a lot that will help me in future, as I would like to go into learning. I have learnt new strategies, and enjoyed it.”
Westminster Academy, Learning Support Assistant
Westminster Academy, Learning Support Assistant
“I like the trainer's delivery style, very engaging, not boring at all. I was attentive all through because he engaged us, also the contents of the training is very useful for my everyday efficiency at work which transcends to a transferable skill for any sector I find myself in the future. I rate the course 5 stars.”
Watford Borough Council, Housing Options Officer
Watford Borough Council, Housing Options Officer

Third Sector

“I was impressed that Simon was briefed on our work areas and tailored situations to each individual accordingly. Very thought provoking, it has made me think more of dealing with people from a psychological standpoint.”
Phoenix Community Housing, Community Resource Coordinator
Phoenix Community Housing, Community Resource Coordinator
“Very good content overall. Course was delivered in a concise, effective and easy to understand way. Very useful – has given me a lot of tools and skills to take away.”
Wellcome Collection, Sales & Events Coordinator
Wellcome Collection, Sales & Events Coordinator
“Course content was good and realistic . Gave good helpful solutions to solving problems. Learnt how to deal with difficult customers.’
Royal Society of Medicine, Restaurant Manager
Royal Society of Medicine, Restaurant Manager
Customer Service Badge 2021
Hamilton Mercer