The learner will:

• recognize the importance of identifying difficult people at work
• identify questions to ask to determine if someone is a difficult person
• analyze a business scenario and determine whether the difficult boss has been effectively dealth with
• apply appropriate strategies for dealing productively with a difficult employee in a business scenario
• determine if you are the difficult person

Lesson:  Coping Strategies for Dealing with Difficult People

The learner will:

• recognize the importance of learning coping strategies for dealing wiht difficult people
• determine whether someone will be successful in planning ahead for coping with a difficult person in  a business scenario
• match four common types of defensive behavior with corresponding statements
• apply steps for responding nondefensively in a business situation
• match methods for getting the best from difficult people at work with corresponding examples

Lesson: Communicating with Difficult People

The learner will:

• recognize benefits of communicating effectively with difficult people
• match different types of communication styles with corresponding descriptions
• analyze a business scenario to determine if employees will be able to communicate successfully with difficult co-workers
• match four guidelines for speaking to be heard with corresponding descriptions 
• match body language and facial expressions with their associated meanings
• analyze a business scenario to determine whether someone effectively used active listening strategies 

*  Please note that blended courses consists of two components - e-learning and instructor-led