Dealing with Difficult People and Situations Certification

Every time a business encounters a difficult person, there is a cost — in the time spent dealing with the situation and the extra resources it takes to resolve it. Staff may have excellent interpersonal skills, but unexpected situations can still test them. By understanding the reasons behind difficult behaviour, employees are better equipped to deal with it.

This course teaches powerful interpersonal skills that help employees diffuse conflict, communicate effectively and meet the needs of difficult people in line with the business’s own needs and goals. It is useful for any level of employee, but will most benefit those on the customer-facing front line and team managers.

• Understanding human needs and how they influence behaviour
• How to communicate effectively to reduce conflict and reach a positive resolution
• Recognising disruptive workplace behaviour and dealing with it as it arises
• The factors that get in the way of productivity, and those that promote it
• Identifying the characteristics common to difficult people
• Effective solutions for dealing with difficult people, for the benefit of all involved
• The sources and causes of difficult behaviour
• Recognising the most common personality traits behind difficult behaviour
• Focusing on the solution, rather than the problem, in difficult situations

The course runs across five modules and seven hours of learning: Developing an Understanding of Human Behaviour, Handling Difficult People, Dealing with Difficult Situations, Interpersonal Skills for Handling Difficult People, and Personal Development. It is part of our Business courses and CPD Courses collection — or get in touch via our contact page to discuss your training needs.