Online Class: Dealing with Difficult People

This course provides a deep dive into the complexities of human interactions, from recognizing difficult traits to mastering conflict resolution. Enhance your interpersonal skills through fifteen modules that offer practical techniques for effective communication and emotional resilience.
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  • 16
    Lessons
  • 24
    Exams &
    Assignments
  • 1,560
    Students
    have taken this course
  • 6
    Hours
    average time
  • 0.6
    CEUs
 
 
 

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:

  1. Understanding the Roots: Discovering the core reasons behind challenging personalities.
  2. Building Robust Communication Skills: From the basics to more nuanced techniques, we'll ensure you're equipped to navigate any conversation.
  3. Conflict Mastery: Learn the art of conflict prevention, mitigation, and resolution.

Our fifteen carefully curated modules unravel the intricacies of human interactions:

  1. Decoding Difficulties: What makes a situation or person difficult?
  2. Classifying Challenges: Recognizing and understanding common difficult personalities.
  3. Conflict Dynamics: How and why conflicts escalate.
  4. Interpersonal Communication 101: Establishing a strong foundation.
  5. Diverse Communication Styles: Explore and master four primary styles.
  6. Advanced Communication Techniques: Diving deeper into interaction nuances.
  7. The Silent Speak: Unraveling the world of nonverbal communication.
  8. Proactive Approaches: Strategies for problem prevention.
  9. Harmonizing Conversations: Mastering the Agreement Frame.
  10. Conflict Resolution Essentials: From understanding to implementation.
  11. Advanced Conflict Resolution Techniques: Elevate your conflict-handling methods.
  12. Self-Reflection: Embracing self-awareness to foster growth.
  13. The Power of Respect: Analyzing its pivotal role in relationships.
  14. Practical Application: Translating strategies to real-world scenarios.
  15. 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!

Courses Frequently Bought Together:
  • Completely Online
  • Self-Paced
  • Printable Lessons
  • Full HD Video  
  • 6 Months to Complete
  • 24/7 Availability
  • Start Anytime
  • PC & Mac Compatible
  • Android & iOS Friendly
  • Accredited CEUs
Universal Class is an IACET Accredited Provider
 
 

Course Lessons

Average Lesson Rating:
4.5 / 5 Stars (Average Rating)
"Extraordinarily Helpful"
(692 votes)

Lesson 1. Difficult Conversations Demystified

This course unveils the complexities of human interaction, investigating the origins of conflict such as miscommunication and personal circumstances, with a goal to enhance your conflict resolution skills. By concluding with practical tools and techniques, participants are encouraged to engage more constructively with challenging situations and personalities. 12 Total Points
  • 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

Lesson 2. Working with Difficult Individuals

Not all challenging personalities are inherently negative, as some, like dreamers or mavericks, can contribute positively when guided properly. This lesson covers a spectrum of difficult types, focusing on transforming disruptive behavior into constructive collaboration. 11 Total Points
  • Lesson 2 Video
  • Review Practice Worksheet: Lesson-2-StudyGuide-19300.pdf
  • Complete: Lesson 2 Activity
  • Assessment: Lesson 2 Exam

Lesson 3. Escalation Phases

Conflict escalation is explored through stages from triggers to entrenched collisions, where misunderstandings and assumptions magnify disputes. The lesson discusses the communication process's intricacies, guiding readers in identifying breakdowns and reframing issues to navigate disputes effectively. 11 Total Points
  • Lesson 3 Video
  • Review Practice Worksheet: Lesson-3-HomeWork-19301.pdf
  • Complete: Lesson 3 Activity
  • Assessment: Lesson 3 Exam

Lesson 4. Mastering Interpersonal Communication: Insights and Strategies

Interpersonal communication involves exchanging information between people, both verbally and nonverbally, and is key to managing conflict effectively. By understanding and applying communication models, such as transmission, interaction, and transaction, individuals can foster better relationships and solve problems more efficiently. 11 Total Points
  • Lesson 4 Video
  • Review Practice Worksheet: Lesson-4-Activity-19303.pdf
  • Complete: Lesson 4 Activity
  • Assessment: Lesson 4 Exam

Lesson 5. Identifying and Engaging with Different Communication Styles

In examining four basic communication styles, this lesson reveals how each style can influence relationships and conflict resolution. Learners are equipped with strategies to effectively engage with different communicative approaches, promoting harmonious interactions. 10 Total Points
  • Lesson 5 Video
  • Review Practice Worksheet: Lesson-5-Activity-19305.pdf
  • Assessment: Lesson 5 Exam

Lesson 6. Exploring Advanced Communication Styles: The Next Level Beyond Basics

The lesson shifts focus from basic communication styles to advanced ones formulated by Mark Murphy, shedding light on analytical, functional, intuitive, and personal communicators. This knowledge aids in navigating complex interpersonal situations and tailoring communication to others' preferences. 10 Total Points
  • Lesson 6 Video
  • Review Practice Worksheet: Lesson-6-Downloadable-19307.pdf
  • Assessment: Lesson 6 Exam

Lesson 7. Beyond Words: Interpreting Nonverbal Signals Effectively

Nonverbal communication enriches our interactions by using gestures, posture, and paralinguistics to express emotions and complement verbal exchanges. This lesson unveils how honing these skills can bridge gaps in communication, especially with diverse or challenging counterparts. 10 Total Points
  • Lesson 7 Video
  • Review Practice Worksheet: Lesson-7-Downloadable-19308.pdf
  • Assessment: Lesson 7 Exam

Lesson 8. Preventing Difficulties through Proactive Communication

Challenges with difficult personalities are mitigated by anticipating potential conflicts, allowing individuals to adjust and prevent unwelcome situations. Enforcing transparency and continuous feedback, along with tracking progress and adapting strategies, enhances relationship management and problem-solving efficacy. 11 Total Points
  • Lesson 8 Video
  • Review Practice Worksheet: Lesson-8-Downloadable-19311.pdf
  • Complete: Lesson 8 Activity
  • Assessment: Lesson 8 Exam

Lesson 9. Mastering Conflict with NLP's Agreement Frame

Lesson Summary 5: Establishing anticipatory measures cultivates trust and mitigates potential conflicts, though unpredictable scenarios may arise needing efficient tactics. By using the NLP agreement frame, you validate others' perspectives and guide dialogues constructively, enhancing communication. 11 Total Points
  • Lesson 9 Video
  • Review Practice Worksheet: Lesson-9-Activity-19313.pdf
  • Complete: Lesson 9 Activity
  • Assessment: Lesson 9 Exam

Lesson 10. Harnessing the Power of Agreement: Mastering Conflict Resolution Skills

Strong conflict resolution skills are crucial leadership qualities that enable productive environments. Key skills include assertiveness, active listening, empathy, facilitation, mediation, creative problem-solving, and accountability. 10 Total Points
  • Lesson 10 Video
  • Review Practice Worksheet: Lesson-10-Activity-19316.pdf
  • Assessment: Lesson 10 Exam

Lesson 11. Implementing Effective Conflict Solutions

Resolving conflict requires a structured understanding of stages, from recognition to strategically engaging mutual cooperation and implementing changes to mitigate escalation. The Thomas-Kilmann Model provides a practical approach to examine conflict styles, enhancing one's ability to apply tailored strategies in diverse situations. 10 Total Points
  • Lesson 11 Video
  • Review Practice Worksheet: Lesson-11-WorkSheet-19318.pdf
  • Assessment: Lesson 11 Exam

Lesson 12. Understanding Modern-Day Bullying: Impacts and Solutions

Understanding bullies' motivations—as rooted in insecurity and power—helps identify tactics to confront them effectively, including the use of assertive communication and strategic non-engagement. Victims should trust their instincts about disrespect and speak up early to disrupt bullying patterns. 13 Total Points
  • Lesson 12 Video
  • Review Practice Worksheet: Lesson-12-WorkSheet-19320.pdf
  • Complete: Lesson 12 Activity
  • Assessment: Lesson 12 Exam

Lesson 13. Enhancing Self-Awareness: Key to Mastering Conflict Resolution

By developing self-awareness, you bridge the gap between understanding conflict resolution and practicing it effectively, empowering yourself to navigate conflicts with difficult individuals by leveraging your strengths and acknowledging your limitations. Through exercises such as active listening and journaling, and cultivating internal and external self-awareness, you can enhance interpersonal relationships, manage stress, and maintain control, turning potential conflicts into opportunities for meaningful solutions. 10 Total Points
  • Lesson 13 Video
  • Review Practice Worksheet: Lesson-13-Downloadable-19322.pdf
  • Assessment: Lesson 13 Exam

Lesson 14. The Power of Respect in Personal and Professional Relationships

This lesson delves into the transformative power of respect, distinguishing between 'owed' and 'earned' respect and highlighting their roles in fostering healthy relationships in personal and professional settings. Respect not only facilitates collaboration and trust but also promotes a sense of self-worth, reducing stress and enhancing overall well-being. 10 Total Points
  • Lesson 14 Video
  • Review Practice Worksheet: Lesson-14-WorkSheet-19324.pdf
  • Assessment: Lesson 14 Exam

Lesson 15. Strategies in Practice

Strategies for dealing with challenging situations require observation, identification, and practice to prevent conflict and ensure effective implementation of learned techniques. By role-playing and reflecting on experiences, you enhance your readiness to manage difficult dynamics with confidence. 10 Total Points
  • Lesson 15 Video
  • Review Practice Worksheet: Lesson-15-HomeWork-19326.pdf
  • Assessment: Lesson 15 Exam

Lesson 16. Navigating Stress in Challenging Situations

Learning to manage stress effectively involves observing conflicts, identifying triggers, and crafting practical strategies for addressing difficult scenarios. By practicing these techniques, miscommunications can be minimized, enhancing overall conflict resolution and promoting self-care. 80 Total Points
  • 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
240
Total Course Points
 

Learning Outcomes

By successfully completing this course, students will be able to:
  • 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

Online CEU Certificate
  • 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
Document Your CEUs on Your Resume
 
Course Title: Dealing with Difficult People
Course Number: 9770593
Lessons Rating: 4.5 / 5 Stars (692 votes)
Languages: English - United States, Canada and other English speaking countries
Availability: Available across all 50 U.S. states, this course includes key regions such as California, Texas, Florida, New York, Pennsylvania, Illinois, Ohio, and Georgia. The course is also open in major English-speaking countries, including Australia, Canada, the UK, and Ireland.
Last Updated: February 2024
CEU Value: 0.6 IACET CEUs (Continuing Education Units)
CE Accreditation: Universal Class, Inc. has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET).
Grading Policy: Earn a final grade of 70% or higher to receive an online/downloadable CEU Certification documenting CEUs earned.
Course Type: Self-Paced, Online Classes
Assessment Method: Lesson assignments and review exams
Instructor: Linda Zavadil
Syllabus: View Syllabus
Course Fee: $120.00 U.S. dollars

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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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