COURSE DESCRIPTION:
Dealing with conflict and confrontation is one of the most important skills you can learn. Most of us have a certain dread of confrontation-we fear being cheated; we’re scared of letting others know what we really think and feel for fear they’ll use it against us; we believe our honesty will hurt other so we avoid confrontation or put on a strong front.

LEARNING OBJECTIVES:

1. Understand the different motivations that make people “difficult”
2. Recognize their options in dealing with difficult people
3. Employ techniques to make the most of dealing with difficult people
4. Communicate with difficult people using different techniques
5. Deal with special problems regarding difficult people

TOPICS COVERED:

• Introduction
• LESSON 1: Overview
• LESSON 2: Styles
• LESSON 3: Communication Skills
• LESSON 4: Identification and Tactics
• LESSON 5: Revenge of the Difficult People
• LESSON 6: Special Problems with Difficult People

REGULATORY REQUIREMENT:
Please see the state/regulatory requirement from the course catalog page.

SEAT TIME:
This course has been approved for 2 hours.

COURSE PRE-REQUISITE:
N/A

TESTING:
Final Exam - You will be required to pass the final exam with a 70% in order to receive course credit.

COURSE COMPLETION:
Upon successful completion of this course you will be able to print your certificate online.

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