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Conflict Resolution: Dealing With Difficult People (DealDifficultPeople)

Personal and Professional Development


Course Overview
We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone.

  • Section One: Course Overview
  • Course Overview
  • Learning Objectives
  • Personal Objectives
  • Section Two: Conflict as Communication
  • Defining Conflict
  • Self-Assessment
  • Scoring
  • Section Three: Benefits of Confrontation
  • Benefits of Conflict Tedx Talk
  • Benefits of Confrontation
  • Section Four: Preventing Problems
  • Overview
  • Group Discussion
  • Section Five: Getting Focused
  • Getting to the Heart of the Matter
  • The Three Fs
  • Section Six: Managing Anger
  • Coping Strategies
  • Guidelines for Assertive Anger
  • Section Seven: Dealing with Problems
  • Dealing with Problems
  • Causes of Difficult Behavior
  • Section Eight: The Three-Step Conflict Resolution Model
  • The Three-Step Model
  • Getting the Hang of Things
  • Section Nine: Practice Makes Pretty Good
  • Planning
  • Practice
  • Section Ten: Changing Yourself
  • Negative and Positive Reactions
  • Negative vs. Positive Interactions
  • Dealing with Negative Feelings
  • Section Eleven: Why Don’t People Do What They Are Supposed To?
  • Why Don’t People Do What They Are Supposed To?
  • Diffuse Difficult People
  • Section Twelve: De-Stress Options to Use When Things Get Ugly
  • De-Stress Options to Use When Things Get Ugly
  • Personal Action Plan
  • Personal Action Plan
  • Recommended Reading List
  • Course Evaluation
Completion rules
  • All units must be completed