Online Class: Dealing with Difficult People

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  • 16
  • 18
    Exams &
  • 10
    average time
  • 1.0

Course Description

Welcome to Dealing with Difficult People. This course has two purposes:

  1. To establish what personal characteristics or particular situations make people difficult
  2. To establish foundational knowledge in communication, conflict resolution, and problem prevention that will enable you to deal with difficult people and difficult situations

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. Students who enroll in this course will work through fifteen comprehensive topics. Each lesson will define the specific topic, will explain its significance to dealing with difficult people, and will provide specific strategies for refining skills associated with that topic. Developing and implementing these skills and strategies can help you establish healthy, productive relationships with family members, friends, coworkers, and managers--which can, in turn, lead to improved confidence, self-awareness, and self-esteem. The course is broken down into the following fifteen lessons:

  1. Why is this difficult?
  2. Common Types of Difficult People
  3. How does conflict escalate?
  4. Introduction to Interpersonal Communication
  5. Four Basic Communication Styles
  6. Four Advanced Communication Styles
  7. The Fundamentals of Nonverbal Communication
  8. Preventing Problems
  9. The Agreement Frame
  10. Conflict Resolution I
  11. Conflict Resolution II
  12. Practicing Self-Awareness
  13. A Closer Look at Respect
  14. Putting Strategies into Practice
  15. Managing Stress

Each lesson concludes with two simple tools, referred to as quick tips, that you can add to your toolkit along the way and that you can practice implementing in difficult situations. The lessons are also each individually paired with a quiz, which includes ten multiple-choice questions to test your knowledge and comprehension.

The course is appropriate for any learner who is looking to develop workplace skills as well as individuals hoping to increase their personal and practical knowledge. The strategies outlined for dealing with difficult people are useful across environments and industries.

  • 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

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 Skills; What Are the Five Conflict Resolution Strategies?; Conflict Resolution: Definition, Process, Skills, Examples 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: Take The Thomas-Kilmann Conflict Mode Instrument Tki; Thomas Kilmann Conflict Model – Introduction video ; 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: What Self-Awareness Really Is and How to Cultivate It ; Several Self-Awareness Activities and Exercises +Test0; How to Practice Self-Awareness 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: 10 Ways to Create a Respectful Environment; Tips for Creating a Positive Workplace Culture; Respect: What Does It Really Mean? 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
Course Requirements: View Course Requirements
Languages: English - United States, Canada and other English speaking countries
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
Syllabus: View Syllabus
Course Fee: $75.00 U.S. dollars

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