Conversations with Difficult People – From Tension to Dialogue

Build confidence, calm and clarity when navigating challenging behaviours — and turn difficult moments into productive dialogue.

Most professionals will encounter difficult behaviours at some point — defensiveness, aggression, avoidance, emotional reactivity or passive resistance.

This session explores how to approach difficult conversations with confidence, steadiness and clarity. Participants learn how to recognise behavioural patterns, understand what drives them and communicate in ways that reduce resistance.

Research shows that leaders who handle difficult conversations well build stronger relationships, reduce risk and improve team cohesion. Avoiding these conversations leads to unresolved issues and ongoing interpersonal strain.

The skills to navigate difficult people and high-tension moments can be learned.

This session is highly practical and includes case studies and strategies for immediate application.

Learning Outcomes:

• Recognise common difficult behaviours and what drives them
• Understand personal responses and patterns under pressure
• Learn scripts and language that reduce defensiveness
• Hold boundaries with clarity and professionalism
• Shift conversations from confrontation to collaboration
• Stay calm and centred during challenging interactions
• Apply techniques to team and client situations

Suited to:

Leaders, Managers, Team Leaders, HR professionals, and anyone who must manage challenging people or conversations. Particularly suited to financial, legal and professional services practitioners.

This On Demand recording Includes: 

• Recording of the Live Webinar, which can be viewed multiple times, for as long as required 
• Presenters contact details for follow up questions 
• CPD Quiz
• CPD Certificate 
• CPD Report – Logged automatically 
• PowerPoint Presentation
• Verbatim Transcript, with Searchability
• Supporting Documentation