Individual and organisational performance depends on smooth relationships with internal and external customers, and the ability of individuals and teams to cope with the difficult and stressful situations that inevitably arise. At the same time, the drive for efficiency and profit makes this more difficult; workers are asked to do more with fewer resources, and to satisfy the ever-increasing expectations of bosses, customers, colleagues and suppliers. To meet this challenge, this toolkit contains everything you need to train people to cope with difficult people and difficult situations at work. It contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, leadership and management skills, and interpersonal skills.The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and difficult situations, including coping strategies for dealing with difficulties arising from situations such as appraisal, discipline and grievance procedures, change, staff cuts, and poor performance. The content is structured in a way that makes it easy to dip in and out which, along with the customisable tools, enables you to tailor to an organisation specific training needs. This toolkit is ideal for trainers and learning professionals, as well as HR professionals and coaches. Individuals can also work through it themselves.