Dealing with Difficult Situations

Duration: 1 day
Learners Enrolled: 18,257

If a desirable resolution is to be found, people’s views and feelings must be valued as much as factual details – ‘The customer’s perception is their reality’.

Hamilton Mercer’s Methodologies™ help people lead difficult interactions toward successful outcomes by remaining calm, empathetic and responsive.

Who should attend?

Suitable for people at all levels interacting with customers, suppliers and colleagues.

Course content – 90mins modules

Module 1: Building Self-Awareness and Resilience

Learning Outcomes

  • Improve stress management by taking ownership of thoughts / feelings / actions.
  • Minimise the chances of feeling personally attacked.
  • Avoid unnecessary escalations when interacting with difficult people.


  • Conditioning & Coping Techniques
  • Trigger Phrases That Cause Unnecessary Escalations

Module 2: What People Want: Psychological Fix vs. Practical Fix

Learning Outcomes

  • Defuse emotionally charged situations by responding with the correct level of empathy.
  • Avoid selective listening or switching off during heated conversations.
  • Increase the likelihood of retaining information when people are venting.


  • Empathetic Listening: S.I.F.T. Method™

Module 3: Structuring Difficult Conversations

Learning Outcomes

  • Develop the confidence to deliver bad news across all communication channels.
  • Reduce the likelihood of being challenged when delivering bad news.
  • Remain in control of conversations to keep them timely and productive.


  • Credibly Delivering Bad News™
  • Reining-in Rambling / Overly Talkative People™

Module 4: Managing Difficult People / Inappropriate Behaviours

Learning Outcomes

  • Identify manipulative behaviours (passive-aggressive and covert aggressive).
  • Understand people’s motives for attempting to manipulate others.
  • Select the appropriate levels of assertion when responding to inappropriate behaviours.


  • Recognising and Managing Manipulative Behaviours
  • Confronting Inappropriate Behaviours Assertively

Global or local, we’re the trusted experts

Since 2007 we’ve worked with organisations of all sizes, across all sectors and industries, as well as individuals looking to uplift their capabilities and boost performance

Learning formats

Virtual Classroom
Learn from Home - Live

  • 90mins, 180mins or One day courses.
  • Easy to join a class in just 3 simple steps.
  • Interact with a live expert learning consultant.
  • All you need is a device with Internet (camera and microphone recommended).
  • View available courses
globalCreated with Sketch.

Tailored On-Site Training
We'll Come to You - Worldwide

  • 90mins, 180mins or One day courses.
  • Comprehensive seven-step approach to identify your requirements.
  • Tailored course content.
  • Manager development tools provided.
  • Call us on 0800 121 4660 or complete the enquiry form to discuss.
ukCreated with Sketch.

Scheduled Courses
Come to Us - Across the UK

  • One day courses.
  • Lunch at our on-site restaurants and refreshments provided.
  • Pre-course questionnaires to establish key development areas.
  • Personal action plans to support skills reinforcement.
  • View available courses

Available Courses - Book yours now

£297.00 excl. VAT

Dealing with Difficult Situations

Thu 10 Sep 2020
09:30 AM BST - 04:30 PM BST
£297.00 excl. VAT

Dealing with Difficult Situations

Thu 15 Oct 2020
09:30 AM - 04:30 PM

Let's Chat

Contact us today

Find out more about our customer service training and personal development courses.

Give us a call on 0800 121 4660 or complete the enquiry form.

Head Office

Rowlandson House
289-293 Ballards Lane
N12 8NP


20 Mercer Street
Covent Garden


Hill Street
B5 4EW


Centurion House
129 Deansgate
M3 3WR

©2020 Hamilton Mercer Training Ltd | 

Company Nº 06419717  |  VAT Registration Nº 922 4698 09 | Registered Office: 9A Burroughs Gardens, London NW4 4AU