- Description
- Objectives
- Outline
- Materials
- System Requirements
There are difficult people in all our lives. These people spend their time not doing what we want them to do, or doing things you don’t want them to do. This course will help you identify those difficult people, understand why they act that way, and teach you to not be their victim anymore. We will look at the ways to identify and assemble effective communication skills that will allow you to get those difficult people, and focus on strategies for dealing with the most difficult behaviors of the people you can’t stand.
After completing this course, you should be able to:
- Identify motives behind all types of behaviors
- Recall the best communication practices to deal with difficult people
- Recognize how to deal with the most difficult people
- List how to communicate in the digital age
Dealing with Difficult People Module 1
Getting to Know the People you Can’t Stand
This module will introduce you to the 10 + 3 most difficult types of people you find yourself dealing with at work and even in your personal lives. We will then define a Lens of Understanding to learn motives behind all types of behaviors and discuss tools for dealing with them assertively, yet professionally.
- The 10 (+3) Most Unwanted List
- The Lens of Understanding
- Motives Behind Behaviors
- Focus and Assertiveness
- Tools for Dealing Professionally
Dealing with Difficult People Module 2
Surviving through Skillful Communication
We have all found ourselves in frustrating and conflicting situations with difficult people at one time or another. This module will address the best communication practices that will help you get through the encounters with more professionalism to help you get the results you are trying to achieve.
- From Conflict to Cooperation
- Listen to Understand
- Speak to be Understood
- Get What You Project and Expect
- Changing Your Attitude
Dealing with Difficult People Module 3
Bringing out the Best in People at their Worst
Module 3 focuses on dealing with the most difficult of people and discusses how to stand your ground when you find yourself in the most difficult of situations with these individuals. Knowing how to redirect a conflict and bring out the best in people when they are at their worst takes skill and practice, but this module will show you how to do just that.
- The Sniper
- The Know-it-All
- The Yes Person
- The Nothing Person
- Bring Out The Best
Dealing with Difficult People Module 4
Communication in a Digital Age
Module 4 addresses how the digital age of email and texting can make communication with difficult people worse, and better. Using digital communication can cause more conflict many times, but we will also discuss how to use it to your advantage to diffuse stressful situations when dealing with difficult people.
- Communication and the Challenge of Technology
- Phone Communication
- Email Communications
- Applying the Steps
- Diffusing Difficult Situations
Ed4Career is committed to being both environmentally conscious and making it easier for you to study! We’re making your education mobile! All of our textbooks are now provided as eTextbooks. You can access them on your laptop, tablet, or mobile device and can study anytime, anywhere.
The move away from physical books to eTextbooks means you get the latest, most up-to-date version available. This also makes your training more accessible, so you can study anywhere you have your phone or tablet. The best part is that all materials are included in your training cost so there are NO extra fees for books!
Internet Connection
- Broadband or High-Speed - DSL, Cable, and Wireless Connections
*Dial-Up internet connections will result in a diminished online experience. Classroom pages may load slowly and viewing large audio and video files may not be possible.
Hardware Requirements
- Processor - 2GHz Processor or Higher
- Memory - 1 GB RAM Minimum Recommended
PC Software Requirements
- Operating Systems - Windows 7 or higher
- Microsoft Office 2013 or higher. Also, you could use a general Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers - Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- QuickTime, Windows Media Player &/or Real Player
MAC Software Requirements
- Operating Systems - Mac OS x 10 or higher with Windows
- Mac office programs or a Word Processing application to save and open Microsoft Office formats (.doc, .docx, .xls, .xlsx, .ppt, .pptx)
- Internet Browsers- Google Chrome is highly recommended
- Cookies MUST be enabled
- Pop-ups MUST be allowed (Pop-up Blocker disabled)
- The Kindle Reader App or VitalSource Bookshelf App are needed for many of our courses (No special equipment needed. This can be downloaded for FREE onto your computer.)
- PowerPoint Viewer (if you do not have PowerPoint)
- Adobe PDF Reader
- Apple QuickTime Media Player