Difficult people training · Perth, Western Australia
Because every workplace has at least one. Practical, tested strategies for handling challenging personalities without losing the room, the relationship or your temper.
“You cannot change a difficult person. You can change how you respond to them. That’s where the real power lies.”
You know who I’m talking about
If you’ve ever walked away from a conversation feeling frustrated, rattled or wondering what just happened, this program is for you.
The reframe that changes everything
You cannot fix a difficult person, reform them or make them suddenly see reason. What you can do, and what this program focuses on entirely, is change how you respond to them.
When you stop trying to change the other person and start managing your own reactions, boundaries and communication, the dynamic changes. Every time.
What’s actually going on
Shift from “this person is difficult” to “this person is struggling”. That doesn’t make their behaviour acceptable. But understanding it gives you an enormous advantage, and your whole approach changes, and so does the outcome.
The core strategies that actually work
We draw on the work of communication expert Jefferson Fisher, whose straightforward approach to hard conversations has resonated with millions, because it works in the real world, not just in theory.
Communicate your limits respectfully. Not aggressively, not apologetically. Clearly. People can only push boundaries they don’t know exist.
The moment you react emotionally, you’ve handed control to the other person. Calm puts you back in the driver’s seat.
Sometimes a difficult person simply wants to be heard. Genuine listening defuses tension faster than any clever comeback.
Focus on behaviour and its impact, not character. “When this happens, the effect is…” beats “You always…” every time.
Loud? Respond with a calm, clear, strong voice. Intimidating? Stand your ground with quiet confidence.
Not everything can be resolved in the moment. Limiting your exposure to people who drain you isn’t weakness. It’s wisdom.
The inner game
The strategies are only as effective as your ability to stay composed while using them. So we also work on understanding your own triggers, your fight-or-flight responses and your patterns under pressure. When you know what sets you off, you can see it coming and choose your response.
Practising what you’ll say before a difficult conversation isn’t overthinking. It’s smart. The best athletes don’t wing it. Neither should you. And because dealing with difficult people is draining, looking after yourself afterwards isn’t optional. It’s essential.
You don’t just survive the hard conversations. You walk tall through them.
What you’ll walk away with
No theory for theory’s sake. No victim mentality. No pretending difficult people don’t exist.
Who is this program for?
Who deal with conflict regularly and want it to cost less time and energy.
Who handle complaints and difficult clients every day.
Navigating tricky or toxic workplace dynamics.
And wants to feel less drained and more in control of their professional relationships.
Questions
No, and that’s the point. You can’t change them, but you can change how you respond. When your reactions, boundaries and communication change, the dynamic changes too.
Leaders and managers who deal with conflict, customer-facing staff who handle complaints, team members in tricky workplace dynamics, and anyone who wants to feel more in control of their professional relationships.
Setting firm boundaries, staying calm and logical, listening and validating, safe conversation techniques, matching energy on your terms and knowing when to disengage, plus the inner game of managing your own triggers.
Very. It’s practical and participative, with real workplace examples and plenty of practice, so people leave with tools they can use straight away.
Yes. It can run as a masterclass, a half-day or full-day program, and it’s shaped around the situations your people actually face.
Yes. Based in Perth, Western Australia. Working across WA, Australia and internationally, in person and online.
David is a Certified Speaking Professional (CSP), a Global Speaking Fellow and Past World President of the Global Speakers Federation, and a member of the Australian Speakers Hall of Fame. He brings more than 40 years of real-world experience, plenty of humour and practical ideas people can use straight away.
Let’s talk
If your team is dealing with difficult people and it’s affecting performance, culture or your own sanity, let’s have a conversation about how this program can help.
Or fill in the form below and we’ll get back to you faster than a Tim Tam disappears.