Dealing with Difficult People and Managing Difficult Conversations

1 day
All levels
0 lessons
0 quizzes
2 students

Dealing with Difficult People and Managing Difficult Conversations

2 Students
Programme Overview
Dealing with difficult people
Delivery Model Online live training – full day
What is Included
  • Certificate of attendance.
  • Course material (if applicable).
  • AED 1210 per delegate plus 5% VAT
  • Discounts available for 3 or more delegates from the same school.
  • If you would like bespoke in-school training, please contact Rebecca ( for more information.
Deadline booking date
Wednesday 1st March 2023
Date of Training
Tuesday 21st March 2023
Time (UAE)

9:45am to 3:30pm

See Programme for timings of the day

Platform ZOOM
Target audience

PRIMARY and SECONDARY Headteachers, Deputy Heads, Teaching and Teaching Assistants, Office Managers, Admin Assistants, SENCO, Pastoral Lead.

Aims of the course

To empower practitioners to effectively manage unwanted behaviour and motivate pupils to make good choices.

Intended outcomes

Practitioners will:

  • Look at dealing with difficult people
  • Help those who want to develop greater confidence and skill in dealing with difficult people at work.
  • Learn how to handle “tricky” situations effectively and empathetically.
  • Learn how to handle these challenging conversations using a step by step blueprint.

Nicola Morgan

11 students
0.0 Avg Review
Nicola S. Morgan is an international educational consultant, author and teacher. With over two decades of experience in education, Nicola has a reputation for successfully managing the most challenging students and motivating staff to help implement change. Currently, Nicola works closely with schools and parents and often speaks at conferences on behaviour change, engaging families, mindset and resilience. When working with education staff and students she receives comments on how motivated and inspired they feel following her sessions which gives them the confidence to really push their own boundaries for personal achievement. She is also the author of over ten educational books and countless articles. An International Values Education approved trainer, NLP Master Practitioner, business entrepreneur, English Channel Swimmer and TEDx speaker.

Programme details:


Day One
09:45 Introduction
10:00 – 11:15 4 Step Process:  Planning a difficult conversation/meeting

  • Effectively prepare physically and mentally for the conversation.
  • How to think on your feet if the conversation takes an unexpected turn.
  • Understand the problem and select appropriate level of approach to deal with it.
11:15 Break
11:30 – 1:00 10 Step Process: Dealing with a difficult person/situation

  • How to deal with difficult people and keep calm under attack.
  • Develop specific strategies for conflict resolution.
  • Practical ways to deal with aggressive behaviour.
  • Develop influencing and negotiation skills to facilitate resolutions.
  • How to deal with special requests.
  • Effective ways to deliver bad news.
13:00 Lunch Break
14:00 Dealing with difficult conversations

  • Select the best way to start a difficult conversation.
  • Deal effectively with sensitive situations.
  • Know what to say if everything else fails.
15:30 Finish


About NSM Training & Consultancy Limited

NSM Training & Consultancy Ltd offer a wide range of services including courses, conferences and publications all designed to provide practical, effective and sustainable solutions which is based on the latest research.

NSMTC’s training courses are delivered by active teachers and other professionals who create a relaxed, friendly and inspirational experience for all. We offer high quality Open Courses, In-House Training, Consultancy and Conferences both national and international.


Nicola Morgan
1 day