Dealing with Difficult People and Situations Certification
Why you should study with us
Handling Difficult People and Situations
Difficult people cost businesses hundreds of billions of pounds every year. Learning how to deal with difficult people therefore, is not just a necessary business move to protect your bottom line, it presents an untapped opportunity to dramatically increase your revenue.
Furthermore, it also offers powerful interpersonal skills that will help you interact with people in all areas of life.
Understanding why people act in a difficult manner and how to resolve the problems they create improves morale, productivity and contributes to a professional work environment. When difficult people create conflicts, it arises from their basic human needs being unfulfilled.
Learning how to communicate needs and have them met is the key to dealing with difficult people. This course will show you exactly how.
This course has been designed for employers and employees of businesses who want to face the inevitable challenges that arise between individuals with the best tools and knowledge at their disposal. The course content will teach you all the skills you need to successfully handle difficult people and situations for the best possible outcome.
The knowledge and information contained in this course is accessible and clear. The contents have been informed by scientifically validated research based studies.
This course contains deeply insightful information and strategies to deal with difficult people, and exercises, tests and worksheets for you to experiment with and apply what you learn at your own pace.
What you will learn
- Understand human needs and their influence on behaviour
- Use communication skills to reduce conflicts in the workplace
- Recognise and minimise disruptive workplace behaviour
- Recognise the factors that promote and hinder productivity
- Recognise the characteristics of difficult people
- Deal with difficult people with effective solutions
- Identify the sources of difficult behaviour
- Identify the most common difficult personality traits and how to deal with them
- Focus on the solution (rather than the problem) to deal with difficult people
The skills and knowledge contained within this course are applicable to any business or organisation and will empower you to confidently deal with the most difficult of situations for the best possible outcomes.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Understand the six universal human needs and how they drive individual behaviour.
- Learn how to incorporate Transactional Analysis communication skills in the workplace to reduce conflict and increase effectiveness.
- Be able to recognise and minimise counterproductive workplace behaviour.
- Grasp the importance of employee recognition, appreciation and autonomy for productivity and work quality.
- Identify what behaviours make a person difficult and how you can identify them
- Learn how to handle difficult people, focusing on solutions to difficult situations and people.
- Find out the underlying causes of difficult behaviour and awkward personalities
- Learn how to confidentially challenge people and reduce unnecessary conflict
- Understand the psychology of difficult employees and awkward customers
- Learn how to deal with difficult situations and difficult people in the work place
- Uncover more about the different types of difficult employees
- Discover the tips for managing difficult employees, bosses and colleagues
- Develop personal skills and resilience for dealing with difficult people
- Understand how to overcome conflict and move towards negotiation
- Learn how to create effective relationships in life and at work
- Discover how to extract as much information as possible by actively listening
- Learn how to reduce your emotional reactions to others by not taking matters so personally
- Uncover some of your own limiting behaviours and attitudes towards life and others
- Find ways to create a more positive attitude to life and create a better experience for yourself
- Understand how our environment and perceptions influence our physical and mental health
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Dealing with Difficult People and Situations Certification
on 21st November 2025
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 5 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 7 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
I undertook the Data Protection Certificate course in May 2017. I found the course to have a very in depth amount of detail on Data Protection and the law and legislation around it. It also went into detail on the new Data Protection Act coming in 2018.
I would recommend this to anyone who is looking for a course with value for money and also to bulk up their knowledge and perhaps perusing a career in IT or security. The course is audited and comes with a certificate on completion which you are able to print yourself or have one sent out to you for a small fee.
Mason Malin
I started this course not too long ago but I am already learning so much! The course content is extremely interesting and informative!
I get excited thinking about what is going to be in each module! I would recommend this course to everybody with a passion for makeup without hesitation! I love the convenience of being able to do this course wherever I am.
Also, the fact that there is no time limit for the course is a plus, this means I can take my time and take notes as I go, without feeling rushed to complete each module fast.
Cian Conroy
Very well organised via Modules. It was extremely helpful. I learned a lot of new and interesting things.
I especially liked those modules with 'homework' at the end. It might be better if every module has some extra tasks for practice.
Darina Kostadinova
I really enjoyed the course and would recommend this to my friends.
I completed a City and Guilds Certificate 40 years ago and was looking at bringing my skills up to date. This gave me the encouragement and insight to what I needed to go back into hairdressing. I understand the importance of keeping my skills up to date and would like to study further in styling, hair treatment and colouring.
Thank you very much I enjoyed the 27 modules attached to the course. I particularly enjoyed the videos attached to the course and have always enjoyed putting hair up for special occasions such as weddings.
Margaret Whitehead
The course is simple and easy to follow, the videos are a great way to see it all in action, the pictures are a great way for you to get some inspiration too especially with the nail art. I have referred this course to a friend already.
Lindsay Todd
Very easy to follow modules with brilliant work sheets to check what you have just learnt. Highly recommended.
Harriet Chandler
Handling Difficult People and Situations
Difficult people cost businesses hundreds of billions of pounds every year. Learning how to deal with difficult people therefore, is not just a necessary business move to protect your bottom line, it presents an untapped opportunity to dramatically increase your revenue.
Furthermore, it also offers powerful interpersonal skills that will help you interact with people in all areas of life.
Understanding why people act in a difficult manner and how to resolve the problems they create improves morale, productivity and contributes to a professional work environment. When difficult people create conflicts, it arises from their basic human needs being unfulfilled.
Learning how to communicate needs and have them met is the key to dealing with difficult people. This course will show you exactly how.
This course has been designed for employers and employees of businesses who want to face the inevitable challenges that arise between individuals with the best tools and knowledge at their disposal. The course content will teach you all the skills you need to successfully handle difficult people and situations for the best possible outcome.
The knowledge and information contained in this course is accessible and clear. The contents have been informed by scientifically validated research based studies.
This course contains deeply insightful information and strategies to deal with difficult people, and exercises, tests and worksheets for you to experiment with and apply what you learn at your own pace.
What you will learn
- Understand human needs and their influence on behaviour
- Use communication skills to reduce conflicts in the workplace
- Recognise and minimise disruptive workplace behaviour
- Recognise the factors that promote and hinder productivity
- Recognise the characteristics of difficult people
- Deal with difficult people with effective solutions
- Identify the sources of difficult behaviour
- Identify the most common difficult personality traits and how to deal with them
- Focus on the solution (rather than the problem) to deal with difficult people
The skills and knowledge contained within this course are applicable to any business or organisation and will empower you to confidently deal with the most difficult of situations for the best possible outcomes.
This course includes
24/7 Student Support
End of course certification
Lifetime access to your course
Compatible with modern devices
- Understand the six universal human needs and how they drive individual behaviour.
- Learn how to incorporate Transactional Analysis communication skills in the workplace to reduce conflict and increase effectiveness.
- Be able to recognise and minimise counterproductive workplace behaviour.
- Grasp the importance of employee recognition, appreciation and autonomy for productivity and work quality.
- Identify what behaviours make a person difficult and how you can identify them
- Learn how to handle difficult people, focusing on solutions to difficult situations and people.
- Find out the underlying causes of difficult behaviour and awkward personalities
- Learn how to confidentially challenge people and reduce unnecessary conflict
- Understand the psychology of difficult employees and awkward customers
- Learn how to deal with difficult situations and difficult people in the work place
- Uncover more about the different types of difficult employees
- Discover the tips for managing difficult employees, bosses and colleagues
- Develop personal skills and resilience for dealing with difficult people
- Understand how to overcome conflict and move towards negotiation
- Learn how to create effective relationships in life and at work
- Discover how to extract as much information as possible by actively listening
- Learn how to reduce your emotional reactions to others by not taking matters so personally
- Uncover some of your own limiting behaviours and attitudes towards life and others
- Find ways to create a more positive attitude to life and create a better experience for yourself
- Understand how our environment and perceptions influence our physical and mental health
ID: YDFT67YHJ
of achievement
This certificate is presented to
Your Name
For completing the
Dealing with Difficult People and Situations Certification
on 21st November 2025
Selena Hurford
Selena Hurford
Course Tutor
Daniel Morgan
Daniel Morgan
Head of Academy
Anyone who has an interest in learning more about this subject matter is encouraged to take the course. There are no entry requirements to take the course.
The course is broken down into 5 individual modules. Each module takes between 20 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.
You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!
Once you have completed all 5 modules there is a multiple choice test. The questions will be on a range of topics found within the 5 modules. The test, like the course, is online and can be taken a time and location of your choosing.
The pass mark for the test is 70%.
If you don’t pass the test first time you will get further opportunities to take the test again after extra study. There are no limits to the number of times you can take the test. All test retakes are included within the price of the course.
You can either use your Visa, MasterCard, American Express, Solo cards or PayPal account to pay for the online course. Our site uses the latest SSL encryption to ensure your safety. All payments are handled securely by PayPal.
You can begin the course immediately after your payment has been received. You will create your login details during the checkout process. We will also send you an email confirming your login details.
We estimate that the course will take about 7 hours to complete in total, plus an additional 30 minutes for the end of course test.
Once you have been awarded your certificate it is valid for life. The certificate does not expire or need renewing.
I undertook the Data Protection Certificate course in May 2017. I found the course to have a very in depth amount of detail on Data Protection and the law and legislation around it. It also went into detail on the new Data Protection Act coming in 2018.
I would recommend this to anyone who is looking for a course with value for money and also to bulk up their knowledge and perhaps perusing a career in IT or security. The course is audited and comes with a certificate on completion which you are able to print yourself or have one sent out to you for a small fee.
Mason Malin
I started this course not too long ago but I am already learning so much! The course content is extremely interesting and informative!
I get excited thinking about what is going to be in each module! I would recommend this course to everybody with a passion for makeup without hesitation! I love the convenience of being able to do this course wherever I am.
Also, the fact that there is no time limit for the course is a plus, this means I can take my time and take notes as I go, without feeling rushed to complete each module fast.
Cian Conroy
Very well organised via Modules. It was extremely helpful. I learned a lot of new and interesting things.
I especially liked those modules with 'homework' at the end. It might be better if every module has some extra tasks for practice.
Darina Kostadinova
I really enjoyed the course and would recommend this to my friends.
I completed a City and Guilds Certificate 40 years ago and was looking at bringing my skills up to date. This gave me the encouragement and insight to what I needed to go back into hairdressing. I understand the importance of keeping my skills up to date and would like to study further in styling, hair treatment and colouring.
Thank you very much I enjoyed the 27 modules attached to the course. I particularly enjoyed the videos attached to the course and have always enjoyed putting hair up for special occasions such as weddings.
Margaret Whitehead
The course is simple and easy to follow, the videos are a great way to see it all in action, the pictures are a great way for you to get some inspiration too especially with the nail art. I have referred this course to a friend already.
Lindsay Todd
Very easy to follow modules with brilliant work sheets to check what you have just learnt. Highly recommended.
Harriet Chandler
Why you should study with us
Learn with confidence...
RRP
€100
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I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
I am a doctor. This course is well organized, covering all areas of CBT. The videos and practical tips are very helpful. All the modules are arranged with good explanations and examples. Also each module consists of quick test and assignment which enables you to gain knowledge. Finally I would like to thank the New Skills Academy team.
Dr. M. Arshad
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
Lovely course for people who want to know the basics and of sign language. It's has helped me to get more of an understanding and will greatly benefit me in my workplace. So easy to pick up and the videos were easy to understand. Would definitely recommend to anyone.
Chloe Hambly
Excellent course, well explained and easy to understand. The course can be done at my own pace and is available on various devices. The layout of the course was excellent and the notes options is very good. The content is perfect and well structured, making it easy to understand and follow. I will definitely be taking more courses in the future.
Luis Costa
Wow what an incredible insight for the start of anyone's journey in property. This course gives you so much information and there are tests and questions on each of the modules. The course is very easy to follow and well laid out. You can actually make notes on the pages of each module using the notes tab! I am very excited to say that I passed and I only spent one week on this course. I will print all the PDF information and keep it in a file with my certificate. I feel very confident for my future plans now I have completed this course.
Nichola Anderson
Very interesting and helpful course. I ve learned a lot of interesting things about make up and the tutorials were very helpful and easy to understand. I really reccomend this course for everyone who is passionate about make up and wish to develop their skills and make a career from their hobby.
Nicoleta Lucaci
