Inevitably, we all encounter difficult people in the workplace. Dealing with difficult people can lead to feelings of frustration or even intimidation. If you know the right techniques, though, dealing with even the most difficult person is possible. In order to deal with difficult people, first you need to know what kind of difficult person you’re dealing with so you can use the right technique for the right ‘difficult’ type.
Through this course we will provide you with methods to help you recognise the characteristics of some of the most common types of difficult people, better understand their motivations, and begin to deal with them more effectively. This course is for individuals who want to develop or refresh their communications skills when working with difficult people
The course is broken down into 7 parts: 1. Identifying Difficult People; 2. How to Work with Aggressive People; 3. How to Work with Negative People; 4. How to Work with Procrastinators; 5. How to Work with Manipulative People; 6. How to Work with Self-Serving People; and 7. Dealing with Micro Managers.
What’s covered in the course?
Identifying Difficult People
- Common Types of Difficult People: identify examples of people displaying difficult behavior; recognise the benefit of being able to identify the types of difficult people in the workplace
- The Motivations of Difficult People: match examples of difficult behavior in the workplace to types of motivation
- Dealing with Difficult People: identify which steps to deal with a difficult person have been performed correctly when given a scenario
How to Work with Aggressive People
- Dealing with Hostile-aggressive People: determine which aspects of handling hostile-aggressive behavior were dealt with appropriately in a given scenario; recognise examples of hostile-aggressive behavior
- Dealing with Passive-aggressive People: determine which aspects of handling passive-aggressive behavior were dealt with appropriately in a given scenario; recognise examples of passive-aggressive behavior
- Working with Hostile-aggressives: apply strategies for dealing with a hostile-aggressive person in a workplace scenario
How to Work with Negative People
- Types of Negative People: recognise examples of people who demonstrate negative behavior
- Dealing with Whiners and Complainers: determine which aspects of handling negative behavior were dealt with appropriately in a given scenario
- Dealing with Blamers: apply strategies for dealing with a blamer in the workplace
How to Work with Procrastinators
- Types of Procrastinators: recognise specific types of procrastinators
- Dealing with Procrastinators: determine which aspects of handling procrastinator behavior were dealt with appropriately in a given scenario
- Procrastinators in the Workplace: apply strategies for dealing with a procrastinator in a workplace scenario
How to Work with Manipulative People
- Types of Manipulative Behavior: recognise examples of manipulative behavior
- Handling Manipulative Behavior: sequence the steps to take to handle manipulative behavior, given a scenario
- Dealing with a Manipulative Person: apply strategies for dealing with a manipulative person in a workplace scenario
How to Work with Self-Serving People
- Dealing with Arrogant People: determine which aspects of handling arrogant behavior were dealt with appropriately in a given scenario; recognise examples of arrogant people
- Dealing with Busybodies: determine which aspects of handling busybody behavior were dealt with appropriately in a given scenario; recognise examples of busybodies
- Dealing with Self-serving People at Work: apply strategies for dealing with a self-serving person in a workplace scenario
Dealing with Micro Managers
- Dealing with a Micro Manager: recognise which aspects of dealing with a micro manager were handled appropriately in a given scenario; recognise examples of micro managers
- Dealing with a Micro Manager: apply a strategy to deal with a micro manager
How is each course taught?
All courses are online and self-paced, meaning you do it in your own home, in your own time, at your own pace. Each lesson is pre-recorded allowing you to pause, fast-forward, skip sections, or go back to another lesson if you need to. The lessons are multi-media based, which means video and audio are used to teach the lessons.
How long will it take me to complete each course?
As mentioned above, our courses are self-paced. Some people finish their course faster than others. The total running time for the combined courses however is 7 hours.
What do I need?
All you need is an internet connection and a PC. While most of the lessons work on MACs, we recommend you use a PC for the best performance. Certain parts of the course may not display properly on older MACs. Once you’ve logged into your course, you may be prompted to down certain free plugins such as Java. Just follow the on-screen prompts.
