Working with Difficult Personalities

Businessmen discussing deal

Duration 1-Day


When workplace relationships are not harmonious, the effect on culture, staff churn and customer satisfaction can be detrimental. These in turn can have a negative impact on productivity and also the overall financial performance of the business.

Along with the Conflict Resolution training, this Working with Difficult Personalities training helps participants to learn how to diffuse conflict and communicate effectively with people in any situation that may be tense or negative.

When you know how to deal with difficult people, you are able to make a difficult situation work to your advantage.

Whether it is conflict involving customers, staff or management, the tools learnt in this course are aimed at finding a resolution to prevent issues from escalating.

Profiling can be incorporated as part of this training. Ask us about the better profiling tool for your team.

Target Audience

This program, delivered by Glass Rock Solutions, is designed for individuals and teams to build better working relationships fostering healthy working environments and where workplace toxicity, due to poor working relationships, is released.

  • Learn to differentiate between symptomatic behaviour and the root cause of the presenting situation.
  • Understand the thinking and behavioural structures of what makes people difficult.
  • Understand the power dynamics at play when you interact with difficult people.
  • Understand what the power dynamics that you can activate to enable you to resolve the resistance between you and the difficult person.
  • Understand how to recognise four key types of behaviour patterns that will see you elevate from a negative-looping relationship with another.
  • Understand how to work with needs vs wants and the power of outcomes when working difficult people.
  • Learn the ‘workplace conflict resolution structure’.
  • Learn the key difference between manipulation and influence and how each contributes to workplace conflict or a better working environment.

Book now

Please fill out the form below and someone from our team will be in touch within the next 48 hours to get your training started.


    “Very hands on training, knowledge and skills I’ve learnt can be used directly and immediately.”

    Carrie, Bank of China



    Simone Heaperman - Landcom Program Manager

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    Jane Hodgen - Tata Consultancy Services

    Tata Consultancy Services, a global technology leader with 450,000 employees worldwide, expect the best from anyone who works for them.


    Stuart Freer - University of New South Wales

    When Stuart Freer came to Australia, he was recruited as the Director, IT Service Delivery and Infrastructure, at the University of New South Wales.


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