Dealing with Challenging People using Emotional Intelligence

When people are dissatisfied, whether they are colleagues or customers, situations which arise can be difficult to handle.  This course looks at identifying with our communication styles and how these and utilising the skills of Emotional Intelligence can assist us with challenging situations.


One Day Course

Course Outline (PDF)

Course Objectives:

  • Identified with verbal and non-verbal communication styles
  • Identified the skills of Emotional Intelligence
  • Identified how these skills can be utilised to diffuse situations
  • Used difficulties as a source of continuous improvement
  • Practised handling difficult situations without being defensive
  • Practised diffusing difficult situations and ensuring the customer appreciates the best possible service
  • Reviewed how to use social competencies to handle relationships to achieve positive results
  • Developed an individual development plan for implementation in the workplace
Price: £450 + vat


  • Thursday 23rd June 2022
  • Wednesday 10th August 2022
  • Thursday 27th October 2022
  • Wednesday 7th December 2022