Difficult People – an Introduction 0/2
In this section you'll learn what makes people difficult, who they are, and the seven most common clusters of behaviour. When you identify a 'difficult person', the real problem is their behaviour, rather than their character.
Preparing Yourself 0/5
Before tackling the difficult behaviour, you must prepare yourself. In this section, you'll understand the principles for getting the upper hand with challenging behaviour.
Techniques and Tactics 0/6
In this concluding section you'll learn specific strategies, how to avoid getting drawn into fruitless talk about 'who-did-what', and in conclusion, a lesson on what makes for effective communication. There is also a reading list and further resources.