PS02: Managing Difficult Co-Workers, Clients & Customers Professionally

This is a highly interactive, collaborative approach to learning with a forward thinking focus.

KEY FACTS

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Study Options:
Block delivery

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Start Date:
10th November 2026

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Level:
Short Courses

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Course Length:
1 Day

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Qualification:
Certificate of Attendance CPD Certified

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Placement Option:
No

About this course

Difficult interactions with colleagues, clients, and customers are a reality in every workplace. If not addressed effectively, they can cause stress, reduce performance, and damage professional relationships. This one-day course provides staff with structured tools to manage these challenges with confidence and professionalism.

Grounded in recognised workplace practice, the workshop helps participants analyse the causes of difficult behaviours and select techniques to address them. They will learn how to recognise and adapt to different types of difficult individuals, assess and adjust their own communication style, and apply assertive tools to de-escalate conflict while maintaining constructive outcomes.

The course also develops the ability to demonstrate correct responses to bullying and harassment in line with accepted workplace practices. Participants work through practical frameworks that ensure actions are appropriate, consistent, and professional in a variety of settings.

Through real-world scenarios and interactive practice, the programme is designed for immediate workplace application. It equips staff with practical methods that strengthen resilience, safeguard professionalism, build confidence, support teamwork, and improve overall effectiveness in communication with colleagues, clients, and customers.

The University is accredited by the Continuous Professional Development (CPD) Certification Service.  This means that we provide recognised independent continuous professional development accreditation compatible with global CPD principles.

Delegates who participate in CPD activities are at the advantage of ensuring that their academic and practical qualifications do not become outdated: allowing individuals to continually ‘upskill’ or ‘re-skill’ themselves, regardless of occupation, age or educational level. Our course has CPD certification and therefore carries CPD points.

Certificate of attendance will carry 6 CPD points.

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Course Delivery

Tuesday 10th November 2026
Duration: 1 Day
Timings: 09:00 – 16:00

Learning Outcomes

This course will cover the following learning outcomes:

  • Identify factors that influence behaviour and contribute to difficult workplace interactions.
  • Recognise common patterns of difficult behaviour in the workplace.
  • Recognise different communication styles and their effect on difficult workplace interactions.
  • Apply assertive communication tools to de-escalate and resolve challenging situations.
  • Use practical strategies to remain professional and manage your response during difficult interactions.
  • Recognise potential bullying and harassment and respond through appropriate workplace procedures.
"Highly organised and developed course. Tailored to all workplaces. "

Alexandra Pinero | Managing Difficult Co-Workers, Clients & Customers Professionally

"I very much enjoyed this course, Paul made it very easy and enjoyable because of his energy and passion! Would definitely recommend. "

Erin Andrades | Managing Difficult Co-Workers, Clients & Customers Professionally

"This course delivered by Paul Holder is highly recommended as I enjoyed it thoroughly. Very interesting and interactive. "

Eileen Diani | Managing Difficult Co-Workers, Clients & Customers Professionally

"Engaging course that gives useful skills that are helpful to all roles in the workplace"

Celia Carron | Managing Difficult Co-Workers, Clients & Customers Professionally

WHO IS THIS COURSE FOR

This course is ideal for professionals across all sectors who regularly interact with internal or external stakeholders such as co-workers, clients, and customers, and who want to confidently manage conflict, assert boundaries, and safeguard their mental resilience.

It also suits those seeking practical tools to strengthen workplace communication, reduce unnecessary stress, and apply consistent strategies when facing difficult behaviours at work.

Fees

The course fee for academic year 2026/2027 is £295.00.

This fee includes registration and tuition fees as well as light lunch at the University cafeteria.

Apply

Apply Here

Application deadline is Monday 2nd November 2026.

Should you have any queries, please contact us profdev@unigib.edu.gi

The University cannot guarantee places on this course which may be limited due to class size and in order to ensure quality of teaching. The course will be delivered subject to minimum numbers being met. Please read our Terms & Conditions policy

THIS COURSE COUNTS TOWARDS

Certificate of Excellence in Professional & Management Skills

Managing Difficult Co-Workers, Clients & Customers Professionallyis one of five courses leading to the Excellence in Professional Skills Award. Complete this award and the Excellence in Management Skills Award to achieve the full Certificate.

You can also take this course on its own.

Explore the Certificate

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