Online Class: Dealing with Difficult People

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16Lessons
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40Exams &
Assignments -
6Hours
average time -
0.6CEUs
Course Description
What is it that makes a person truly 'difficult'? Is it inherent traits, external circumstances, or perhaps a blend of both? Our course dives deep into these questions, paving the path towards:
- Understanding the Roots: Discovering the core reasons behind challenging personalities.
- Building Robust Communication Skills: From the basics to more nuanced techniques, we'll ensure you're equipped to navigate any conversation.
- Conflict Mastery: Learn the art of conflict prevention, mitigation, and resolution.
Our fifteen carefully curated modules unravel the intricacies of human interactions:
- Decoding Difficulties: What makes a situation or person difficult?
- Classifying Challenges: Recognizing and understanding common difficult personalities.
- Conflict Dynamics: How and why conflicts escalate.
- Interpersonal Communication 101: Establishing a strong foundation.
- Diverse Communication Styles: Explore and master four primary styles.
- Advanced Communication Techniques: Diving deeper into interaction nuances.
- The Silent Speak: Unraveling the world of nonverbal communication.
- Proactive Approaches: Strategies for problem prevention.
- Harmonizing Conversations: Mastering the Agreement Frame.
- Conflict Resolution Essentials: From understanding to implementation.
- Advanced Conflict Resolution Techniques: Elevate your conflict-handling methods.
- Self-Reflection: Embracing self-awareness to foster growth.
- The Power of Respect: Analyzing its pivotal role in relationships.
- Practical Application: Translating strategies to real-world scenarios.
- Emotional Resilience: Techniques for managing and mitigating stress.
Each module concludes with dual 'Quick Tips'-- actionable takeaways designed for immediate application. Further, test your grasp on the subject with ten multiple-choice questions accompanying each lesson.
Whether you're a corporate executive, a frontline worker, or simply someone striving for harmonious personal relationships, this course offers invaluable insights. By mastering the strategies presented, you'll not only enhance your interpersonal skills but also enrich your personal and professional life. Step into a world where you lead conversations, defuse tensions, and foster genuine connections. Join us in turning challenging interactions into opportunities for growth and understanding!
Course Lessons
Lesson 1. Difficult Conversations Demystified
Lesson 1 Video
Review Practice Worksheet: Lesson-1-Activity-19299.pdf
Lesson discussions: Reasons for Taking this Course
Complete Assignment: Motives for Taking this Course
Assessment: Lesson 1 Exam
Assessment: Lesson 1 Review Exam
Lesson 2. Working with Difficult Individuals
Lesson 2 Video
Review Practice Worksheet: Lesson-2-StudyGuide-19300.pdf
Complete: Lesson 2 Activity
Assessment: Lesson 2 Exam
Assessment: Lesson 2 Review Exam
Lesson 3. Escalation Phases
Lesson 3 Video
Review Practice Worksheet: Lesson-3-HomeWork-19301.pdf
Complete: Lesson 3 Activity
Assessment: Lesson 3 Exam
Assessment: Lesson 3 Review Exam
Lesson 4. Mastering Interpersonal Communication: Insights and Strategies
Lesson 4 Video
Review Practice Worksheet: Lesson-4-Activity-19303.pdf
Complete: Lesson 4 Activity
Assessment: Lesson 4 Exam
Assessment: Lesson 4 Review Exam
Lesson 5. Identifying and Engaging with Different Communication Styles
Lesson 5 Video
Review Practice Worksheet: Lesson-5-Activity-19305.pdf
Assessment: Lesson 5 Exam
Assessment: Lesson 5 Review Exam
Lesson 6. Exploring Advanced Communication Styles: The Next Level Beyond Basics
Lesson 6 Video
Review Practice Worksheet: Lesson-6-Downloadable-19307.pdf
Assessment: Lesson 6 Exam
Assessment: Lesson 6 Review Exam
Lesson 7. Beyond Words: Interpreting Nonverbal Signals Effectively
Lesson 7 Video
Review Practice Worksheet: Lesson-7-Downloadable-19308.pdf
Assessment: Lesson 7 Exam
Assessment: Lesson 7 Review Exam
Lesson 8. Preventing Difficulties through Proactive Communication
Lesson 8 Video
Review Practice Worksheet: Lesson-8-Downloadable-19311.pdf
Complete: Lesson 8 Activity
Assessment: Lesson 8 Exam
Assessment: Lesson 8 Review Exam
Lesson 9. Mastering Conflict with NLP's Agreement Frame
Lesson 9 Video
Review Practice Worksheet: Lesson-9-Activity-19313.pdf
Complete: Lesson 9 Activity
Assessment: Lesson 9 Exam
Assessment: Lesson 9 Review Exam
Lesson 10. Harnessing the Power of Agreement: Mastering Conflict Resolution Skills
Lesson 10 Video
Review Practice Worksheet: Lesson-10-Activity-19316.pdf
Assessment: Lesson 10 Exam
Assessment: Lesson 10 Review Exam
Lesson 11. Implementing Effective Conflict Solutions
Lesson 11 Video
Review Practice Worksheet: Lesson-11-WorkSheet-19318.pdf
Assessment: Lesson 11 Exam
Assessment: Lesson 11 Review Exam
Lesson 12. Understanding Modern-Day Bullying: Impacts and Solutions
Lesson 12 Video
Review Practice Worksheet: Lesson-12-WorkSheet-19320.pdf
Complete: Lesson 12 Activity
Assessment: Lesson 12 Exam
Assessment: Lesson 12 Review Exam
Lesson 13. Enhancing Self-Awareness: Key to Mastering Conflict Resolution
Lesson 13 Video
Review Practice Worksheet: Lesson-13-Downloadable-19322.pdf
Assessment: Lesson 13 Exam
Assessment: Lesson 13 Review Exam
Lesson 14. The Power of Respect in Personal and Professional Relationships
Lesson 14 Video
Review Practice Worksheet: Lesson-14-WorkSheet-19324.pdf
Assessment: Lesson 14 Exam
Assessment: Lesson 14 Review Exam
Lesson 15. Strategies in Practice
Lesson 15 Video
Review Practice Worksheet: Lesson-15-HomeWork-19326.pdf
Assessment: Lesson 15 Exam
Assessment: Lesson 15 Review Exam
Lesson 16. Navigating Stress in Challenging Situations
Lesson 16 Video
Review Practice Worksheet: Lesson-16-Downloadable-19328.pdf
Lesson discussions: End of Course Poll; Course Comments
Assessment: Lesson 16 Exam
Assessment: The Final Exam
Assessment: Lesson 16 Review Exam
Learning Outcomes
- Identify common circumstances and behaviors that contribute to difficult interactions and propose at least two practical strategies to address them.
- Recognize the impact of miscommunication, misunderstanding, and misinterpretation on personal and professional relationships.
- Define strategies to effectively interact with individuals exhibiting challenging personality traits by applying principles of empathy, patience, and strategic communication.
- Demonstrate the ability to recognize different personality types and adapt communication approaches to enhance collaborative interactions in professional settings.
- Define the stages of conflict escalation using real-life examples in personal or professional scenarios.
- Identify key components of the communication process to analyze potential breakdowns and improve interactions with difficult individuals.
- Define interpersonal communication and distinguish its verbal and non-verbal components in a variety of scenarios.
- Identify and describe the three models of communication while analyzing their applicability to real-world interactions.
- Define and distinguish between the four basic communication styles: passive, aggressive, passive-aggressive, and assertive, with real-life examples.
- Identify and apply strategies for effectively interacting with individuals exhibiting each of the four communication styles in challenging situations.
- Analyze and differentiate between analytical, functional, intuitive, and personal communication styles based on individual communication preferences.
- Evaluate common interactions and identify which advanced communication style is being employed to enhance interpersonal connection and management strategies.
- Recognize and describe the various forms of nonverbal communication, including facial expressions, gestures, posture, tone of voice, and proxemics.
- Demonstrate mastery of lesson content at levels of 70% or higher.
Additional Course Information

- Document Your Lifelong Learning Achievements
- Earn an Official Certificate Documenting Course Hours and CEUs
- Verify Your Certificate with a Unique Serial Number Online
- View and Share Your Certificate Online or Download/Print as PDF
- Display Your Certificate on Your Resume and Promote Your Achievements Using Social Media

Student Testimonials
- "I enjoyed learning more on how to deal with difficult people. Every lesson was very informative and I will be implementing the skills and techniques I've learned to use on a regular basis. I give this course an A+!" -- Lacey W.
- "This course was in-depth and very inciting. I will try and implement some of the tools so that I can be a better co-worker." -- Natalie W.
- "Great course! It was informative and easy to follow. The quick tips are helpful. I planned to use a few when I am faced with the challenge of dealing with a difficult person." -- Vera M.
- "It was very helpful. It helped me to identify difficult people on all levels." -- Wilma T.
- "This course very helpful and informational. I enjoyed it." -- Carla A.
- "This course was helpful, the final test was difficult." -- Crystal M.
- "I think this course was very helpful especially because I can use these tools in my everyday job." -- Kimberly S.
- "This class was very helpful." -- Chris M.
- "Great information." -- Bonnie S.
- "This course was very informative." -- Louanna T.
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