Course details

Difficult People: Why They Act That Way and How to Deal with Them

Difficult People: Why They Act That Way and How to Deal with Them


Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number
Expertise Level



Overview/Description
Anything taken to an extreme can be a liability, including human behavior. While confident, cautious, or energetic people can be perfectly tolerable in small doses when working together, they can also be annoying or problematic when their behavior is over-the-top. Then there are people who are just plain negative – their glasses are always "half empty". While occasional griping is acceptable when working on a team, the behavior of negative people can eventually wear you down. To ensure successful communication and collaboration in the workplace, it’s vital you develop the skills needed for managing difficult people. In this course, you'll learn about the four types of difficult people: dominant-controlling, analytical-obsessive, expressive-impulsive, and skeptical-negative. You’ll also discover techniques for dealing with difficult people, and for managing your own emotions.

Target Audience
Individuals who want to develop or refresh their communications skills when working with difficult people

Prerequisites
None

Expected Duration (hours)
0.5

Lesson Objectives

Difficult People: Why They Act That Way and How to Deal with Them

  • recognize the characteristics of difficult people "types"
  • describe the motivations of people who exhibit dominant-controlling behavior
  • respond effectively to a dominant-controlling person
  • recognize what motivates people who exhibit analytical-obsessive behavior
  • predict analytical or obsessive behavior based on typical root causes
  • identify motivations behind the behavior of expressive-impulsive people
  • identify appropriate strategies for dealing with expressive-compulsive people
  • recognize the traits exhibited by skeptical-negative people
  • use strategies to deal effectively with skeptical-negative people
  • respond effectively to difficult people by understanding the motivations underpinning their behavior
  • Course Number:
    comm_46_a01_bs_enus

    Expertise Level
    Everyone