Dealing with Difficult People and Situations

Name: Dealing with Difficult People and Situations
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Learn how to communicate with hostile people and handle tough situations in this free online conflict resolution course.

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Learning Outcomes

In this free course, you will learn how to:

Define the universal needs that drive human behaviour
Explain how to use transactional analysis during workplace communications
Discuss the importance of employee motivation
Describe the behaviours that make people difficult
Outline how to avoid unnecessary conflict when confronting difficult people
Identify the types of difficult people and explain how to most effectively approach each type
Describe the types of questions you ask to gather information
Outline communication techniques that make for more effective conversations
Identify the various types of managers, customers and coworkers
Explain how to approach difficult people in the workplace
Recall the communication steps you should take to resolve a problem
List practices that you can adopt into your life to develop a positive attitude

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