Dealing with Difficult People
Dealing with difficult people is something many people face as part of their everyday work life. The stress of handling difficult people and tough situations can create a lack of productivity, poor attitude and a reluctance to come to work. In this course, you will learn how to deal with challenging people and problematic situations.

Dealing with difficult people is something many people face as part of their everyday work life. The stress of handling difficult people and tough situations can create a lack of productivity, poor attitude and a reluctance to come to work. In this course, you will learn how to deal with challenging people and problematic situations.
COURSE CONTENT
COMMUNICATION TECHNIQUES WHEN DEALING WITH CHALLENGES
- Styles of interpersonal communication: Aggressive, Passive, and Assertive
RECOGNIZING, RESPONDING AND RESOLVING CONFLICT
- Develop a Healthy Attitude Toward Conflict
- Assess the Situation
- Avoid Conflict Escalation
- Actively Listen
- Respond to Negative Tactics
- Identify the Source of the Conflict
- Determine the Best Solution
- Implement the Solution
HANDLING ANGRY AND DIFFICULT PEOPLE
- Handling loud & abrasive people
- Dealing with explosive & intimidating attitudes
DEFUSING EMOTIONAL SITUATIONS AND STAYING FOCUSED
- Process to defuse emotions
- Keep conversations from becoming emotional