Anything taken to an extreme can be a liability, including human behaviour. But while small doses of confident, energetic, cautious and even negative behaviour shapes our individuality, extreme behaviour can eventually wear everyone down. This course is ideal for anyone who works with difficult people and is keen to develop or refresh their communications skills to affect positive change.
Working With Difficult People is an online program that will give you insights into the four basic types of difficult people, and arm you with techniques for dealing with them, including managing your own emotions.
In this professional development course, you will study what motivates people who exhibit certain negative behaviours, and how to understand, respond to and deal with them effectively.
You will also gain insights into identifying your own behaviour style, and learn a variety of self-awareness and self-management techniques and strategies in order to keep everyone working together smoothly.
On completion of this course, you will have the basic skills to handle difficult situations and challenging behaviours in the workplace, and be able to handle tough conversations with managers, colleagues and customers professionally and productively!
Unit 1 - Understand and deal with difficult people
Characteristics of difficult people (4 types)
Motivations of dominant-controlling behaviour
Responding to a dominant-controlling person
Managing your emotions
What motivates people who exhibit analytical-obsessive behaviour
Predicting analytical or obsessive behaviour causes
Motivations for behaviour of expressive-impulsive people
Strategies for dealing with expressive-compulsive people
Traits exhibited by sceptical-negative people
Dealing effectively with sceptical-negative people
Respond effectively to difficult people by
Understanding human behaviours
Unit 2 – Can’t change them, so change yourself
Reshaping your view of difficult people
Responding and relating to difficult people
Actions to take to increase self-awareness
Reactions that show self-awareness
Triggers and reactions
Signs that signal the need for self-management
Reactions that reflect meditative techniques
Reactions that reflect thinking techniques
Identifying your own behaviour style
Behaviours to overcome negative conduct
Self-awareness and self-management techniques
Successful working relationships with difficult people
Unit 3 - Strategies to keep everyone working together
Interpersonal strategies that help working with difficult people
Ground rules that will help redirect the behaviour styles of difficult people
Choosing appropriate time and conditions for feedback
Strategies for delivering feedback
Steps to managing conflict with a difficult person
Interpersonal skills and strategies
When you study with Australian Online Courses, you will be assessed using a competency-based training method.
Competency-based training focuses on the achievement of skills and knowledge against set criteria to ensure your competency is industry relevant. You will not be benchmarked against other students.
If you do not achieve a competency result on your first attempt, you have two more attempts to pass your assessment. So, you have three attempts in total to obtain a competency result.
In this way, you can complete your course in your own time and at your own pace with the assistance of unlimited tutor support.
In this course, you will be assessed via multiple-choice questions to determine your mastery of details and specific knowledge gained during your studies to achieve a ‘competent’ or ‘not yet competent’ result.
Benefits of Multiple-Choice Assessments
Appropriate for assessing students’ mastery of details and specific knowledge.
Can be used to assess both simple knowledge and complex concepts.
Questions can be answered quickly to accurately assess a students’ mastery of many topics relatively quickly.
Assessment can be quickly and reliably scored to achieve a ‘competent’ or ‘not yet competent’ result.
As the answers are visible, multiple-choice questions offer the opportunity for the continuation of the learning process, offering educational value.
I enjoyed this course very much as I got to learn how to deal with difficult people.
S. W. Wong, Kensington, NSW | Working With Difficult People | September 2020
Why Choose Australian Online Courses?
Professional development that is widely recognised and respected;
Improve your employment opportunities;
Study online, anywhere via our elearning system;
High-quality professional development programs written by industry experts;
No entry requirements;
All course materials provided online – no textbooks to buy;
Unlimited tutor support;
Easy to understand course content;
We offer twelve (12) months’ access, with extensions available upon application (fees apply);
Certificate of Attainment/Completion issued for your CV (hard copy provided); and
Course may be tax deductible; see your tax advisor.
How long will it take to complete this course?
The approximate study hours for this course is 10 hours. We offer twelve (12) months’ access, with extensions available upon application (fees apply).
Can I purchase optional printed materials?
While printed materials are not available for purchase, transcripts of video lectures and other learning resources are available for printing via our elearning system.
When can I start this course?
You can start within 60 minutes during business hours when you enrol and pay in full with a credit card!
Credit card: Within 60 mins during business hours.
BPAY: Within 1-2 working days.
Internet Banking: Within 1-2 working days.
Cheque/Money Order: Upon receipt of mailed cheque.
Will I receive a certificate upon completion of this course?
Yes! You will receive a Certificate of Attainment upon successful completion of your assessment.
Do I need to attend classes or undertake any work placements?
No. All courses are delivered online via our e-learning system and there are no work placement requirements in this course.
What support can I expect from Australian Online Courses?
Unlimited tutor support is available throughout your studies via email during business hours Monday to Friday. Our Administrative team are available Monday to Friday via email, live chat and telephone.
I am an international student. Can I enrol into this course?
Yes! We accept enrolments from individuals both within Australia and internationally; location is no barrier to entry into our programs.
Professional Development for those wishing to gain insight and understanding on how to deal with difficult people.