Handling Difficult People and Situations

Learn to develop techniques to reduce resistance, de-escalate tensions, and maintain productive working relationships. Handling Difficult People and Situations Successful construction projects rely on effective communication and strong working relationships across clients, contractors, subcontractors, consultants, suppliers, and site teams. However, challenging conversations and difficult situations are inevitable, particularly when managing programme delays, health and safety concerns, quality issues, contractual disputes, resource constraints, or stakeholder expectations. This half-day introductory session is designed specifically for professionals working within the Northern Ireland construction sector. Delegates will learn how to recognise the early signs of conflict, manage challenging behaviours, and approach difficult conversations with confidence and professionalism, whether on site, in meetings, over the telephone, or through digital communication channels. Using construction-focused scenarios and real-world examples, participants will develop techniques to reduce resistance, de-escalate tensions, and maintain productive working relationships. The course explores how to handle conflict constructively while protecting project outcomes, supporting collaboration, and promoting a positive workplace culture. Who Should Attend? This session is suitable for construction business owners, managers, supervisors and employees who regularly deal with clients, colleagues, subcontractors, suppliers or members of the public. It will be particularly beneficial for those who need to manage challenging conversations, difficult behaviour or potentially confrontational situations as part of their role. Content Includes: · Recognise common causes of conflict and challenging behaviour within construction projects. · Develop confidence in handling difficult conversations on site and in the workplace. · Apply practical communication techniques to reduce resistance and manage emotions. · Address issues relating to performance, safety, quality, programme delays, and stakeholder concerns. · Manage difficult interactions with clients, contractors, subcontractors, and project stakeholders. · Use conflict resolution techniques to maintain positive working relationships and project progress. · Build personal resilience and professionalism when dealing with high-pressure situations. · Understand how effective communication contributes to safer, more collaborative construction environments. Date: Tuesday, 26 January 2027 Time: 9:15am – 1pm Venue: CITB NI, 17 Dundrod Road, Crumlin, Co Antrim BT29 4SR Programme: 9:15-9:30am: Registration, Tea & Coffee 9:30-9:45am: Presentation on CITB NI Products and Services 9:45am-1pm: Handling Difficult People and Situations Trainer Overview: Vidette Hughes is an effective and accomplished Training Consultant who specialises in Leadership and Management, Change Management, Coaching, Mentoring, Train the Trainer, Negotiation, Communication, Sales, Customer Service. In the nine year she has been working with the Directors of MacMillan Training Partnership, she has been heavily involved with many of NI’s SME and Major Construction and related business clients.Vidette’s training specialisms include design and delivery of both virtual and classroom-based training; coaching; e-learning design and administration of learning management systems; production of training videos; and interactive learner workbooks. Her training and coaching style combines up to date theory and thinking with practical experience which comes from her extensive senior management career. She continuously researches the most up to date thinking, theories, and papers in her specialist areas, when writing training programmes. Cost: FREE to CITB NI registered employers – please have your registration number to hand when booking £25 for non-CITB NI registered attendees (See CITB NI’s General Privacy Notice on your rights, your information and how we use it here)