Dealing with difficult people

Interactive one-day workshop

  1. Training
    1 day (Any day that suits you)
    Morning session (9.30am to 12.30pm)
    Afternoon session (1.30pm to 4.30pm)

    Your practice or a neighbouring practice

    Course description:
    This interactive one-day workshop aims to equip delegates with the ability to confidently deal with difficult behaviour in the workplace, be that from patients, colleagues or other people with whom delegates may interact in the course of their work.

    To gain an understanding of:
    • What is difficult behaviour?
    • How we approach dealing with difficult people and how we feel about them
    • The causes of conflict and conflict resolution
    • The big 10 difficult behaviour traits explained and how we deal with them
    • The four intents – the four intentions to which people respond to situations
    • The human communication model which distorts, generalises and deletes
    • How to listen to understand, and speak to be understood
    • Understanding metaphors and the use of clean language
    • What constitutes aggressive behaviour?
    • Dealing with aggressive behaviour
    • Understanding the NHS zero-tolerance policy
    Course outline for the day:
    The training facilitator will discuss with delegates the approaches for positively dealing with difficult people and their behaviours. During the day we will look at how our own behaviours can impact on how people respond to us, and how we can be the difficult person’s difficult person. At the end of the workshop delegates will have a clear understanding of what constitutes difficult behaviour and will feel confident to deal positively with such behaviour.

    Delegates will receive all the course handouts electronically with links to further reading and case studies.

    Who should attend:
    Front-line staff, team leaders and managers.

    Full day: £945 + VAT
    For up to 12 people. You may wish to join up with other neighbouring practices to share the cost of the training.


    Bookings via Practice Index are charged at a discounted rate and come with a money-back guarantee.

    Course delivered by:

    Diane Thyer

    About the trainer:
    Diane recently left primary care after nearly ten years as a practice manger, working for a 16,000 patient population practice across three sites. Since leaving general practice Diane, in conjunction with Practice Index, has been developing primary care training that is relevant in today’s fast-paced and stressful environment. She understands better than most the uniqueness of working within a primary care setting. During the past 25 years Diane has designed and delivered training on a wide range of topics from leadership development and customer service skills to information governance.

    Diane is a qualified HR professional with a special interest in learning and development and adult learning theories. She is a member of both the Chartered Institute of Personnel and Development and the Institute of Leadership and Management. Diane is qualified to ILM 7 level in Executive Coaching and Mentoring with a further postgraduate qualification from the UWE (University of the West of England) in Executive Coaching. During her time in primary care she was responsible for implementing career development pathways which saw receptionists become phlebotomists then HCAs, and admin staff develop leadership skills to move into management positions.

    I commissioned Diane to work with my senior team. They have all really enjoyed working with Diane and their confidence and ownership of their roles has grown. We are reaping the benefits of the work achieved with her on a daily basis as a team of staff, and this also benefits the people we work with. I highly recommend anyone to take some time out with Diane and enjoy that safe place she creates to dig a bit deeper – it is surprising what you find!
    Alison T - NHS

    The training was fantastic and reinforces the need to uphold good customer service.
    Delegate NHS Primary Care

    Please note: If the aforementioned trainer is not available on the day, a suitable replacement trainer will be supplied. For remote parts of the UK, additional travel costs maybe incurred. If so, this will be made clear to you before you book the training.