Course Calendar

Managing Difficult People Effectively – Cardiff

Date: 16 June 2020
Registration: 9:00 am - 9:30 am
Course: 9:30 am - 3:00 pm
Location: cardiff


This one-day course is designed to help those who want to develop greater confidence and skill in dealing with difficult people in school. The course aims to equip delegates, whether they are dealing with parents, colleagues, supervisors or pupils – with a set of practical tools to handle these “tricky” situations effectively.


£199 + VAT (Early bird)

£230 + VAT (Standard rate)

Early bird offer is available 2 months before course date.

Includes lunch, refreshments, full set of course notes and CPD Certificate.


  • Recognise classic profiles of difficult people and implement strategies for handling them.
  • Develop specific strategies for conflict resolution.
  • Create a calmer environment.
  • Keep calm when under attack.
  • Deal with special requests.
  • Deliver bad news effectively.
  • Handle complaints and grievances more effectively.
  • Develop communication skills.
  • Handle aggressive behaviour.
  • Receive and deliver constructive feedback effectively.
  • Shrug off the negative and not take things personally.
  • React to the message and not the messenger.
  • Develop Influencing and negotiation skills to facilitate resolutions.
  • Recognise our own part in causing difficult behaviour and where we might be someone else’s difficult person.


Course Leader

Nicola S Morgan


United Kingdom
More Details

Target Audience

All staff


“Spirited enthusiastic trainer with lots of laughs infecting the discussion which really made me think about the content of this course.”

“Really excellent practical techniques all rooted in excellent theory. The most useful training session I have attended in a long time. Thank you!”
“Amazing! Best piece of training I’ve had for a long time!”
“Helped me to step back and breath – to listen is the key”.
“Excellent! Actually the best course I have been on in my whole career as a teacher (11 years). Nicola was inspiring and I didn’t experience a moment of boredom (unlike usual!)”
“Really positive – I feel empowered to keep moving forward, both personally and professionally.”
“Excellent! Nicola made the strategies and content come to life and helped me better support my staff!”
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  • Spot on! I left with lots of food for thought and lots of actions. The time flew despite it being a long day. The venue was super.

  • I found it to be an excellent course both in way of content delivery. Very thought provoking and of great benefit to me as a governor in the personnel and disciplinary committees. Thank you.

  • Absolutely brilliant. Good pace, snappy, relevant, great advice, ideas and content. Thank you.

  • Excellent trainer and training. Very good delivery. I am very interested in more courses available! The training has helped me to look back at ways of becoming effective.

  • Excellent-lovely manner of presenter – human, funny, engaging. Excellent content- just what I wanted – with very supportive work book. Really want to go on and try some of the techniques and read the book.

  • Absolutely fantastic. It was so relevant and so applicable. Ellen was so approachable for answering questions and opening up. Possibly life-changing! So adaptable to the needs/wishes of the group. Thank you very much.

  • Brilliant! Very knowledgeable trainer with lots of examples I can use in school. The whole day was packed full of great ideas and very current information from Ofsted. Lots of good practise that I can take back to school. Thank you.

  • Excellent! The most beneficial course I’ve attended in years. Re-inspired me to put into practise some of the things I’d stopped doing.

    L. Watt, Sharnbrook Upper School
  • Excellent! Clearly presented. Excellent course materials with practical ideas and resources which may be adapted. We look forward to implementing the 6 week programme which is highly relevant to the students we work with. This has left me with skills which may be used tomorrow and a programme to develop and implement in the future. Diolch!

    N. Morgan, Cyfarthfa High School, Merthyr
  • Training was highly relevant. Lots of good information and advice from both the trainer and staff from other schools. Really enjoyed this training today. Catherine did a great training session.

    L. Robb, Cranhill Primary, Scotland