: 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.
: This class is an independent-study course. Students will have all the resources needed to successfully complete the course within the online material. A student helpdesk is available for technical support during the course enrollment.
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Lesson 1
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
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