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Dealing with Difficult People 

Dealing with conflict and confrontation is one of the most important skills you can learn.

Most of us have a certain dread of confrontation-we fear being cheated; we’re scared of letting others know what we really think and feel for fear they’ll use it against us; we believe our honesty will hurt other so we avoid confrontation or put on a strong front.


  • Understand the different motivations that make people “difficult”
  • Recognize their options in dealing with difficult people
  • Employ techniques to make the most of dealing with difficult people
  • Communicate with difficult people using different techniques
  • Deal with special problems regarding difficult people


  • Introduction
  • LESSON 1: Overview
  • LESSON 2: Styles
  • LESSON 3: Communication Skills 
  • LESSON 4: Identification and Tactics 
  • LESSON 5: Revenge of the Difficult People 
  • LESSON 6: Special Problems with Difficult People

Please refer to the state/regulatory requirement page in the course catalog to see if this class meets your regulatory requirements.

This course has been approved for 3 hours.

The final exam must be passed with a minimum of 70% to pass the course. Upon successful completion of this course you will be able to print your certificate online.