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Course Name
Working with Difficult People

Contact Hours: 3

Course Description


This course shows you how to identify and to manage a common issue at work - difficult people. You will learn about the people, situations, and interactions that can result in having a difficult time at work. The information presented in this course covers new ways to think about how to deal more effectively with difficult people and situations at work - by changing your thinking and trying some new approaches.

Before diving into the specifics of working with difficult people, you should know that this topic is part of a larger set of skills often referred to as “soft skills” in the world of business. “Hard skills” are the technical expertise you need to get the job done. For example, an engineer needs to understand how to build and understand physical systems - this is an example of a hard skill.

In general, soft skills are interpersonal competencies which play a very important role in professional success; they help you to do your very best while working in an environment with many individuals who come from diverse backgrounds and take part in very different job tasks.

Because of the need to manage different opinions and interpersonal styles, the difference between a good employee and a great one often boils down to a person’s competence with soft skills.

Outcome
By completing this course you will learn how to:
  • Identify behaviors that relate to problematic interactions in a work setting
  • Describe how to “triage” difficult people/situations at work
  • Summarize appropriate ways to manage difficult people/situations

Assessment
After reading the material, you`ll have a chance to play an online game that presents hypothetical scenarios for you to analyze. As you answer the multiple-choice questions correctly, you`ll move through the game and earn a Certificate of Completion.


Outline
  • Introduction
  • Setting the Stage
  • Techniques and Competencies for Managing Difficult Situations
  • Summary and Review