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.

COURSE LEARNING OBJECTIVES:

• 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

TOPICS COVERED:

• 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.

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