Dealing With Difficult People

Learn practical strategies to navigate difficult conversations, manage workplace conflicts, and turn challenges into opportunities. This online course provides actionable techniques to handle difficult behaviors and foster positive interactions in Bermuda’s professional environment.

$0.00

Product description

Difficult interactions are a part of professional and personal life, and knowing how to handle them effectively is essential. Whether dealing with employees, colleagues, or customers, having the right approach can turn challenging situations into opportunities for growth.

This online course equips participants with practical strategies to navigate difficult conversations, manage workplace conflicts, and foster positive interactions. Through interactive learning, real-world scenarios, and actionable techniques, participants will learn how to recognize the impact of their own attitudes, manage difficult behaviors, and approach conflict with confidence.

Designed for supervisors and professionals in Bermuda, this course provides valuable skills for handling challenging situations and maintaining a productive work environment.

Session One: Course Overview

  • Course Overview
  • Learning Objectives
  • Pre-Assignment
  • Pre-Course Assessment

Session Two: Conflict as Communication

  • Understanding Conflict
  • Do We Have To Fight?
  • What is A Conflict?
  • How About Avoidance?
  • Self-Assessment

Session Three: Benefits of Confrontation

  • To Talk or Not to Talk
  • Determining Your Involvement
  • Reciprocal Relationships
  • Making Connections

Session Four: Preventing Problems

  • The Importance of Empathy
  • Dangerous Misconceptions
  • Active Listening

Session Five: Emotional Intelligence

  • The Six Seconds Model
  • Identify Emotions
  • Understand and Manage
  • Use and Communicate

Session Six: Getting Focused

  • Getting to the Heart of the Matter
  • What is Missing?
  • The Three F’s

Session Seven: Managing Anger

  • Coping Strategies
  • Dealing with Other People’s Anger
  • Guidelines for Assertive Anger
  • Self-Protective Techniques to Block Criticism

Session Eight: Dealing with Problems

  • Dealing with Problems
  • Causes of Difficult Behavior
  • Making Connections

Session Nine: The Three-Step Conflict Resolution Model

  • The Three-Step Model
  • Getting the Hang of Things

Session Ten: Practice, Practice, Practice

  • Making Connections

Session Eleven: Changing Yourself

  • Negative vs. Positive Interactions
  • Take the Wheel!
  • Making Connections
  • Dealing with Negative Feelings

Session Twelve: Why People Do Not Always Do What They Are Supposed To

  • The Big Question

Session Thirteen: De-Stress Options to Use When Things Get Ugly

  • De-Stressing Options
  • General Coping Thoughts When Things Get Messy

Personal Action Plan

Course Summary

Recommended Reading List

Post-Course Assessment

Pre- and Post-Course Assessment Answer Keys

  • Pre-Course Assessment Answer Key
  • Post-Course Assessment Answer Key

Assignment Answer Keys

  • Session Three: Benefits of Confrontation
  • Session Four: Preventing Problems
  • Session Eight: Dealing with Problems
  • Session Eleven: Changing Yourself

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