Dealing with Difficult People and Situations Certification
This course is also available as in-house training.
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Any time that your business encounters a difficult person, there’s a cost. It costs you in terms of time that you spend having to deal with the situation and costs you in terms of the extra resources that you have to put into dealing with the situation.
Your staff may all have excellent interpersonal skills, but there are always the unexpected situations that test them. By understanding the reasons for difficult behaviour, an employee is better equipped to deal with difficult people.
This course teaches powerful interpersonal skills that enable your employee(s) to diffuse conflict situations, how to effectively communicate and how to meet the needs of difficult people, in line with your business’s needs and goals.
It is a useful course for any level of employee but will most benefit those on the customer-facing front line and team managers.
What’s covered in the course?
When you enrol a team member on this course, they will cover the following topics:
- An understanding of human needs and how those needs influence behaviour;
- How to effectively communicate, in order to reduce conflicts and reach a positive resolution;
- Recognition of disruptive workplace behaviour and effective ways in which to deal with it, as it arises;
- An understanding of the factors that get in the way of employees being productive and the factors that promote productivity;
- Identification of the characteristics that are common to difficult people, so that they can be dealt with accordingly;
- How to use effective solutions, in order to deal with difficult people, for the benefit of all involved;
- The sources and causes of difficult behaviour, so that it can be recognised and worked through, as it arises;
- How to recognise the most common personality traits of people who exhibit difficult behaviour and how to deal with them;
- How to focus on the solution, as opposed to the problem, when interacting with difficult people or in difficult situations.
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Duration 7 hours
Modules 6
Certificate of completion
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This course is included as part of our multi-user learning packages.
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Course FAQ
Who can take the Dealing with Difficult People and Situations Certification course?
There are no entry requirements to take the course.
What is the structure of the course?
The course is broken down into 5 individual modules. Each module takes between 15 and 45 minutes on average to study. Although students are free to spend as much or as little time as they feel necessary on each module.
Where / when can the course be studied?
The course can be studied study at any time and from any internet connected device
Is there a test at the end of the course?
Once you have completed all 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 modules. The test, like the course, is online and can be taken a time and location of your choosing.
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