2–3 September 2026 · 9:00 AM – 5:00 PM · WORQ KL Gateway Mall, Bangsar South, Kuala Lumpur
2-Day Physical Public Training · 100% HRDC Claimable · Limited to 10 participants
Is one person making work harder for everyone?
Every workplace has different personalities, and some behaviours create tension, misunderstanding and emotional pressure across a whole team. So this 2-day programme on dealing with difficult people at work gives you practical communication techniques, de-escalation strategies and boundary-setting approaches — so you can handle difficult behaviour while keeping the relationship and the working day intact.
Who should attend this dealing with difficult people training in Malaysia
Managers, team leaders, supervisors, department heads, HR and L&D teams, frontline teams, and executives who handle stakeholders. In other words, anyone who deals with workplace communication, difficult conversations, team conflict or challenging personalities. Because we cap the class at 10 participants, you get time to work through your own real situations with the trainer.
What you will be able to do after 2 days
- Recognise high-conflict behaviours and challenging personality patterns at work
- Identify your own emotional triggers during difficult interactions
- Communicate with clarity using structured communication models
- Stay calm and in control when conversations get heated
- Apply de-escalation techniques that reduce tension before it spreads
- Set healthy professional boundaries without damaging the relationship
- Use structured conflict resolution models in real workplace situations
- Leave with a personal action plan for managing difficult personalities
Programme agenda
Day 1 — Awareness, Understanding and Emotional Intelligence
- Understanding Yourself Before Understanding Others: why people see the same situation differently; different communication and behavioural styles; individual temperament assessment
- Understanding High-Conflict Behaviours: characteristics of high-conflict personalities; why anyone displays difficult behaviour under stress; healthy behaviours versus stress behaviours
- Understanding Conflict Escalation: why conflicts escalate; recognising behavioural changes as tension rises; telling healthy conflict apart from high-conflict behaviour
- Emotional Intelligence During Conflict: managing emotions under pressure; recognising triggers using the S.E.E. framework; active listening and empathy without agreeing
Day 2 — From Difficult Conversations to Stronger Relationships
- Communication Skills That Reduce Conflict: words that escalate versus words that calm; listening, questioning and body language; responding effectively to different personality types
- Practical Application: working through real workplace communication scenarios in discussion and examples
- Communication Strategies for De-Escalation: the 10 principles of de-escalation; applying the P.A.U.S.E. and C.A.L.M. techniques; common mistakes that make conflict worse; rebuilding the relationship with the B.R.I.D.G.E. framework
- Building a Conflict-Resilient Workplace: psychological safety at work; respectful communication habits; giving and receiving feedback; developing your personal conflict management action plan
Registration and breakfast open at 8:00 AM, and sessions run 9:00 AM – 5:00 PM each day. We provide breakfast, lunch and refreshments throughout. In addition, every session stays highly interactive: the trainer combines short lectures with brainstorming, group discussion, role-plays, simulations, self-assessments and listening games.
Manage difficult conversations with ease
Your Trainer
HRD Corp Accredited Trainer and independent training consultant
- HRD Corp Accredited Trainer
- Over 32 years of corporate training experience since 1993
- Certificate in Training & Development, ITD UK
- Diploma in Training Management
- Has trained teams at Samsung, IBM, Panasonic and HSBC, plus universities and government agencies across Malaysia and Brunei
Her specialisms cover communication skills, customer service excellence, corporate image and professional etiquette, management development, workplace behaviour, and conflict handling. Participants describe her style as practical and engaging, with techniques that transfer directly into real workplace situations.
HRDC claim details
This programme is 100% HRDC Claimable for HRD Corp registered employers.
- Registered programme title: Managing Challenging Personalities at Work
- Scheme: HRD Corp Claimable Courses (Skim Bantuan Latihan Khas)
- Training provider: GOFLEX EVENTS (M) SDN. BHD. (SA0588592-U) — HRD Corp Registered Training Provider · MyCoID 20220326 2664
Our team will guide you through the HRDC grant application before the training date, so your claim is ready in time. There are no hidden charges beyond the agreed programme fee.
Limited to 10 participants
Small class, real practice — so you can raise your own workplace situations and rehearse the conversations you have been avoiding. We confirm seats on a first-come, first-served basis.
Register now
WhatsApp us at +6010 926 5226 or email amy@goflexevents.com to reserve your seat.
Frequently asked questions
Can my company claim this under HRD Corp?
Yes — since you are a registered employer, you can claim under the HRD Corp Claimable Courses scheme (Skim Bantuan Latihan Khas). WhatsApp us and we’ll walk you through the grant application steps.
Is this only for managers?
No. While managers and team leaders benefit most, the programme also suits HR teams, frontline staff and anyone who regularly handles difficult conversations at work.
Can I bring a real situation from my workplace?
Yes — role-plays and case discussion form part of the format, so bring the conversation you have been putting off. Please avoid sharing confidential employee details in the group.
Where exactly is the venue?
WORQ KL Gateway Mall, Bangsar South, Kuala Lumpur. It connects directly to Universiti LRT station, while parking is also available in the mall.
Can we run this in-house for our team instead?
Yes — this programme also runs as an in-house training customised to your company anywhere in Malaysia, and it stays HRDC claimable. Contact us for a proposal.
