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Dealing with Difficult Situations Course



“The customer’s perception is their reality.” This well-known phrase in customer service boils down to this: the customer might not actually be right, but they think or feel they are. If a resolution is to be found, views and feelings must be valued as much as factual details.


Hamilton Mercer’s unique Methodologies™ help people remain calm and professional during difficult situations; keeping conversations under control, avoiding unnecessary escalations and working towards solutions.


Who Should Attend?

People (at all levels) interacting with customers and colleagues on the phone, face to face or via written communications.


Content Overview

Module 1: Building Self-Awareness and Resilience

Learning Outcomes:

Understanding stress and how it impacts decision making (fight, flight or freeze). Taking ownership of thoughts, feelings and actions. Avoiding behaviours that cause unnecessary escalations when interacting with irritated, difficult or angry/aggressive people.


  • Conditioning & Coping Techniques
  • Trigger Phrases That Cause Unnecessary Escalations

Module 2: What People Want: Psychological Fix vs. Logical Fix

Learning Outcomes:

Demonstrating sincere empathy. Empathetic listening strategies to avoid selective listening and switching off. Defusing emotionally charged situations. Improving relationships.


  • Empathetic Listening: S.I.F.T. Method™

Module 3: Structuring Difficult Conversations

Learning Outcomes:

Building credibility by demonstrating resourcefulness. Managing expectations. Remaining in control of conversations by keeping them relevant and timely.


  • Credibly Delivering Bad News™
  • Reining-in Rambling / Overly Talkative People™

Module 4: Managing Difficult People / Inappropriate Behaviours

Learning Outcomes:

Identifying and managing manipulative people. Selecting appropriate levels of assertion.


  • Recognising and Managing Manipulative Behaviours
  • Confronting Inappropriate Behaviours Assertively


Learning Formats

Option 1: Tailored In-house Training (Suitable for Groups of People)

Locations/Availability: Delivered at your premises, UK / Worldwide, seven days a week.

Our Approach: Comprehensive seven-step approach to identify your requirements, tailor course content and design post-course reinforcement tools.

Length/Timings: Flexible. 90min bite-sized sessions, half-day, full-day, or two-day courses.

Group Size: Flexible.

Call us to discuss your requirements on 0208 445 9625, or complete an enquiry form.


Option 2: Scheduled Courses (Suitable for Individuals / Small Groups)

Locations / Availability: Regular courses in London (dates listed below).

Our Approach: Questionnaires to establish key development areas. Personal action plans to support skills reinforcement.

Length/Timings: 1 day (9.30am – 4.30pm).

Group Size: Average of 6 delegates (maximum of 8). Led by friendly and experienced facilitators. Plenty of personal attention given.

Refreshments: Breakfast, lunch and refreshments provided throughout the day.

Awards: Certificate of Training presented on completion and course manual included.


London Training Centre > 20 Mercer Street, Covent Garden, London WC2H 9HD.

2020 Dates Status Price Book Course
February 26th Available £345+vat Book Online
April 2nd Available £345+vat Book Online
May 13th Available £345+vat Book Online
June 25th Available £345+vat Book Online

Additional Dates: Can't see a suitable date? Give us a call on 0800 121 4660 to discuss.

Special Offers: Discounts for Multiple bookings, Charities and Social Enterprises.



Our Clients Include

Hamilton Mercer Training - Clients

Call 0800 121 4660
Enquiry form Click here

“The course was well structured and very well presented. The visual, verbal and role plays were really helpful to make it easier to take everything learnt on-board”.

Travel Coordinator

Al Jazeera


“The rather daunting thought about role playing was quashed by the trainer. The way in which these scenarios were delivered were amazing, feedback was constructive and done on a personal level. This course was brilliant and I will be recommending this to my learning development team when I get back to the office”.

Customer Care Manager

British Red Cross


“Really enjoyed the training it was relevant and useful to all our team, excellent techniques to help when dealing with difficult people. Thank you”.

Team Leader

Wakefield Council


“I found the course extremely useful to aid the day to day situations of dealing with difficult customers and staff, every case being unique. The course contents were broken into different understanding and learning styles which made the course mixed and interesting. I look forward to the next training session with the trainer Simon”.

Department Manager