Every workplace has at least one colleague whose reactions are unpredictable, whose moods shift the mood of the whole team, and whose presence alone can turn a simple meeting into a tense one. Left unmanaged, these dynamics quietly drain morale, slow decisions down, and push good performers toward the exit.

This training course from the Arab British Fellowship Training Academy equips managers and HR professionals with a practical toolkit for reading difficult behaviour, controlling their own reactions, and redirecting even the most resistant team members toward productive, motivated participation. Rather than avoiding these individuals, participants learn how to engage them in ways that protect both performance and workplace harmony.

Course Objectives

• Build the practical skills needed to interpret personalities, read behaviour accurately, and respond to frustration or anger without losing composure.
• Uncover the underlying causes that push colleagues toward uncooperative or defiant behaviour.
• Apply proven management strategies that turn difficult or unproductive team members into engaged, productive contributors.
• Strengthen persuasive communication skills for handling resistant personalities.
• Create greater harmony and collaboration across the wider workplace.

Target Audience

• Managers who have one or more team members with a challenging personality.
• HR professionals seeking best practices for managing difficult behaviour.
• Graduates and anyone interested in the field.

Module 1: Recognising Different Types of Difficult Behaviour

• Colleagues who promise action but rarely deliver.
• Individuals whose behaviour holds back the whole team's performance.
• Ambitious employees who become easily frustrated.
• Openly aggressive behaviour toward colleagues or managers.
• Sarcasm and mockery that damages team morale.
• Employees who want promotion but are not yet ready for it.
• Individuals who reject feedback or ignore standard performance processes.

Module 2: Understanding What Drives Difficult Conduct

• Reading personality types and interpreting behaviour accurately.
• Uncovering the hidden motives behind everyday conflict.
• Connecting root causes to the behaviours observed on the ground.

Module 3: Communication and Emotional Control Skills

• Building awareness around how communication style affects difficult interactions.
• Managing emotions, frustration, and anger during tense exchanges.
• Developing a more persuasive, confident approach to difficult conversations.

Module 4: Turning Conflict into Team Productivity

• Management strategies that make team members more productive.
• Practical steps for achieving harmony across the workplace.
• Delivering consistent results through ongoing performance management.

Module 5: Escalation, Legal Boundaries and HR Involvement

• Understanding the legal considerations involved in managing difficult behaviour.
• Recognising the point at which HR needs to be involved.
• Motivational techniques for handling tense situations and difficult personalities.

Training Style

• In-house training.
• One-to-one training.
• Group training.
• Practical, hands-on training.

Note

• We can deliver this course at the time and location that suits you.
• This course is delivered to the highest standards for VIP participants. For more information, contact the Arab British Fellowship Training Academy team.