Online Class: Dealing with Difficult People

The course provides an in-depth examination of dealing with difficult people, establishing a number of methods and strategies for navigating complex interpersonal relationships, improving communication, preventing problems, and resolving conflict.

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  • 16
  • 18
    Exams &
  • 1,309
    have taken this course
  • 10
    average time
  • 1.0

Course Description

Mastering the Art of Navigating Difficult Personalities: A Comprehensive Guide

Embark on a transformative journey with our course, "Dealing with Difficult People." More than just a class, it’s a compass that will guide you through the labyrinth of human emotions, behaviors, and conflicts.

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!

  • 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"
(507 votes)

Lesson 1: Why is this difficult?

In this first lesson, we will begin by considering the question, "Why is this difficult?" More often than not, there is something particular within the situation that sparks difficulty between you and another person. Additional lesson topics: Powerful Phrases for Dealing with Difficult People: Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities; Dealing with Difficult People HBR Emotional Intelligence Series 12 Total Points
  • Lesson 1 Video
  • Complete Assignment: Motives for Taking this Course
  • Assessment: Lesson 1 Exam

Lesson 2: Common Types of Difficult People

In this lesson, we will do the following. -introduce a number of different types of difficult people -briefly discuss basic strategies for dealing with these difficult types of people Additional lesson topics: Types of Difficult People; Expert Tactics for Dealing with Difficult People 10 Total Points
  • Lesson 2 Video
  • Assessment: Lesson 2 Exam

Lesson 3: How does Conflict Escalate?

In this lesson, we will continue to build on our understanding of what factors in a given situation between two parties makes something difficult. Additional lesson topics: Manage Conflict: Identifying Your Triggers; Understanding Communication Skills; Several Tips for De-Escalating Conflict 10 Total Points
  • Lesson 3 Video
  • Assessment: Lesson 3 Exam

Lesson 4: Introduction to Interpersonal Communication

In this lesson, we will do the following. -introduce interpersonal communication -outline key interpersonal skills -define three models of communication Additional lesson topics: Definition of Interpersonal Communication; The Models of Communication 10 Total Points
  • Lesson 4 Video
  • Assessment: Lesson 4 Exam

Lesson 5: Four Basic Communication Styles

In this lesson, we will examine the four basic communication styles, which include the following. -passive -aggressive -passive aggressive -assertive Additional lesson topics: The Several Communication Styles: How Behavioral Traits Affect Communication; Communication Styles Quiz 10 Total Points
  • Lesson 5 Video
  • Assessment: Lesson 5 Exam

Lesson 6: Four Advanced Communication Styles

In this lesson, we will examine Murphy's advanced communication styles, which include the following. -analytical -functional -intuitive -personal Additional lesson topics: Which Of These Several Communication Styles Are You?; Example of Analytic Style 10 Total Points
  • Lesson 6 Video
  • Assessment: Lesson 6 Exam

Lesson 7: The Fundamentals of Nonverbal Communication

In this lesson, we will do the following. -define nonverbal communication and explore why it matters -outline the ways in which nonverbal communication can go wrong -provide examples of specific types of nonverbal communication Additional lesson topics: Principles of Non-verbal communication examples; Techniques for Improving Your Nonverbal Communication Skills in the Workplace 10 Total Points
  • Lesson 7 Video
  • Assessment: Lesson 7 Exam

Lesson 8: Preventing Problems

In this lesson, we will do the following. -learn how to effectively anticipate problems -outline methods for developing transparency in relationships -test and track our problem prevention methods Additional lesson topics: How to Prevent Misunderstanding in Communication; Several Common Communication Mistakes 10 Total Points
  • Lesson 8 Video
  • Assessment: Lesson 8 Exam

Lesson 9: The Agreement Frame

In this lesson, we will do the following. *briefly define neurolinguistic programming, *review the agreement frame, *outline strategies for utilizing the agreement frame Additional lesson topics: Agreement Frame; The “Agreement Frame”: how to express another viewpoint so people will listen to you; Neuro-Linguistic Programming NLP 10 Total Points
  • Lesson 9 Video
  • Assessment: Lesson 9 Exam

Lesson 10: Conflict Resolution I

In this lesson, we will do the following. *define conflict resolution *discuss why and when conflict resolution is necessary *provide examples of important conflict resolution skills Additional lesson topics: Conflict Resolution: Definition, Process, Skills, Examples; Conflict Resolution Skills; What Are the Five Conflict Resolution Strategies? 10 Total Points
  • Lesson 10 Video
  • Assessment: Lesson 10 Exam

Lesson 11: Conflict Resolution II

In this lesson, we will do the following. *provide a high-level, comprehensive overview of conflict resolution strategy *introduce the Thomas-Kilmann Model for conflict resolution, *breakdown the five strategies defined by the Thomas-Kilmann Model Additional lesson topics: Thomas Kilmann Conflict Model – Introduction video ; Take The Thomas-Kilmann Conflict Mode Instrument Tki; The Five Steps to Conflict Resolution 10 Total Points
  • Lesson 11 Video
  • Assessment: Lesson 11 Exam

Lesson 12: Dealing with Bullies

Bullying is repeated, malicious verbal mistreatment driven by a desire to control the target. In a sense, the word encompasses all types of mistreatment at work. Some of the most common bullying tactics. 12 Total Points
  • Lesson 12 Video
  • Assessment: Lesson 12 Exam

Lesson 13: Practicing Self-Awareness

In this lesson, we will do the following. *define self-awareness *outline the benefits of self-awareness *provide exercises for developing self-awareness Additional lesson topics: How to Practice Self-Awareness; Several Self-Awareness Activities and Exercises +Test0; What Self-Awareness Really Is and How to Cultivate It 10 Total Points
  • Lesson 13 Video
  • Assessment: Lesson 13 Exam

Lesson 14: A Closer Look at Respect

In this lesson, we will do the following. *define respect within the context of specific environments *outline the importance of respect *provide exercises for fostering respect in your professional and personal relationships Additional lesson topics: Tips for Creating a Positive Workplace Culture; Respect: What Does It Really Mean?; Several Ways to Create a Respectful Environment 10 Total Points
  • Lesson 14 Video
  • Assessment: Lesson 14 Exam

Lesson 15: Putting Strategies into Practice

In this lesson, we will do the following. *Provide steps you can use to prepare to implement your strategies for preventing problems and dealing with difficult people *Walk you through exercises to practice the implementation process *Outline why these steps are useful Additional lesson topics: 10 Strategies Smart People Use to Handle Difficult People; How to Manage a Stubborn, Defensive, or Defiant Employee 10 Total Points
  • Lesson 15 Video
  • Assessment: Lesson 15 Exam

Lesson 16: Managing Stress

In this lesson, we will do the following. *discuss what conditions make you vulnerable to stress *introduce short-term strategies for coping with stress *introduce immediate strategies for coping with stress Additional lesson topics: 10 Tips to Manage Stress 80 Total Points
  • Lesson 16 Video
  • Lesson discussions: Course Comments; Reasons for Taking this Course
  • Assessment: Lesson 16 Exam
  • Assessment: The Final Exam
Total Course Points

Additional Course Information

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Course Title: Dealing with Difficult People
Course Number: 9770593
Lessons Rating: 4.5 / 5 Stars (507 votes)
Languages: English - United States, Canada and other English speaking countries
Availability: This course is online and available in all 50 states including: California, Florida, Georgia, Illinois, New York, Pennsylvania, Ohio, Texas, and Washington.
Last Updated: February 2024
Course Type: Self-Paced, Online Class
CEU Value: 1.0 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.
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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