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
- 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 2026
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 loved every aspect of this online digital marketing course. The modules were well constructed and offered up a wealth of information on the subject.
I found myself learning many new things, such as the best practices for implementing an online marketing campaign, whether through social media, email marketing, or otherwise.
Passing this course has gone a long way to helping me with my online business routine.
I sought to improve my efforts at marketing my work and now, thanks to New Skills Academy, I’ve been able to. Thank you so much to New Skills Academy for this amazing course.
Daccari Mitchell
This is just what I needed to help me launch my business!
I am so excited to use all I have learned here and apply it to my own venture! Was wonderful learning all the science behind the role and was truly, exactly what I was looking for in a course.
I will be referring back to the materials, it is extremely interesting as well as informative!
Thank you so much!!!
Kirsty Johnson
Really helpful course, it covers all the main aspects to become a successful PA. I was looking for an admin course where I can improve a new side of my professional career and this course had everything I needed. It gives you everything from basic computer knowledge to tips for the day to day basics like answering the phone or how to create a memo or book your boss’ travel arrangements. It offers a clear structure with all the main subjects divide in short modules, easy to study that way, and it gives you examples in real life as well as practice exercises that help you to understand everything. With support during all the course and access during a whole year, you cannot ask for more value for money! Totally recommended!
Alicia Prenda
Whilst on maternity leave I started thinking about in what capacity I'd go back to work, and if there was something different I could do. I came across reed courses and chose this course in PA and Admin and another in HR.
I was so happy they were on offer! I chose them because the course modules were comprehensive.
I can sit and do modules with my newborn son on my lap via my iPhone. It's so handy, the modules are clear and concise.
I'm so happy I chose this course. I can't wait to add it to my CV and see what jobs I can get.
Holly Horton
This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.
Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.
Michelle Franklin
I have found this course very interesting. Even being a bride myself, you don't actually realise how much actually goes into planning a wedding. Every little detail goes into the course. I can’t wait to start putting my work into action - becoming a Wedding Planner and being part of a couple’s day. Helping them plan their most important day of their lives. It’s been interesting learning how other cultures plan and have their weddings, and how many different themes people choose from. Even to the honeymoon. So many things go into being a wedding planner, it’s not as simple as it seems.
Kelly Ford
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
- 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 2026
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 loved every aspect of this online digital marketing course. The modules were well constructed and offered up a wealth of information on the subject.
I found myself learning many new things, such as the best practices for implementing an online marketing campaign, whether through social media, email marketing, or otherwise.
Passing this course has gone a long way to helping me with my online business routine.
I sought to improve my efforts at marketing my work and now, thanks to New Skills Academy, I’ve been able to. Thank you so much to New Skills Academy for this amazing course.
Daccari Mitchell
This is just what I needed to help me launch my business!
I am so excited to use all I have learned here and apply it to my own venture! Was wonderful learning all the science behind the role and was truly, exactly what I was looking for in a course.
I will be referring back to the materials, it is extremely interesting as well as informative!
Thank you so much!!!
Kirsty Johnson
Really helpful course, it covers all the main aspects to become a successful PA. I was looking for an admin course where I can improve a new side of my professional career and this course had everything I needed. It gives you everything from basic computer knowledge to tips for the day to day basics like answering the phone or how to create a memo or book your boss’ travel arrangements. It offers a clear structure with all the main subjects divide in short modules, easy to study that way, and it gives you examples in real life as well as practice exercises that help you to understand everything. With support during all the course and access during a whole year, you cannot ask for more value for money! Totally recommended!
Alicia Prenda
Whilst on maternity leave I started thinking about in what capacity I'd go back to work, and if there was something different I could do. I came across reed courses and chose this course in PA and Admin and another in HR.
I was so happy they were on offer! I chose them because the course modules were comprehensive.
I can sit and do modules with my newborn son on my lap via my iPhone. It's so handy, the modules are clear and concise.
I'm so happy I chose this course. I can't wait to add it to my CV and see what jobs I can get.
Holly Horton
This is a fantastic course, it is incredible value for money and it will give you all the information you need to be able to pursue the career of Teaching Assistant.
Being able to do it all in your own time makes it a lot less stressful if you're trying to fit it around work and life in general and the addition of worksheets throughout helps you see which areas need improvement before you take the final test.
Michelle Franklin
I have found this course very interesting. Even being a bride myself, you don't actually realise how much actually goes into planning a wedding. Every little detail goes into the course. I can’t wait to start putting my work into action - becoming a Wedding Planner and being part of a couple’s day. Helping them plan their most important day of their lives. It’s been interesting learning how other cultures plan and have their weddings, and how many different themes people choose from. Even to the honeymoon. So many things go into being a wedding planner, it’s not as simple as it seems.
Kelly Ford
Why you should study with us
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RRP
€100
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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
I found this course incredibly useful, as it provided me with practical knowledge which I can implement in my role as a Support Worker. The videos were clear and concise, and the downloadable worksheets reinforced what I had learned as I was able to put pen to paper. Overall, a fantastic course for a great price! I am looking forward to taking on my next one.
Teleisha Harley
The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
Ross Dunsten
Fantastic course! Well-presented and challenging with frequent assessments. I feel a serious sense of accomplishment having not studied for over 30 years! Videos that accompany each module are carefully thought out and informative. Am so impressed with this course, have now signed up for 3 other courses and recommending New Skills Academy to everyone!
Marva Hudson
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
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
This course is a great way to brush up on my rusty excel skills, I recommend this course to anyone looking for something to do during lockdown, it's easy to use and talks you through each stage step by step. It has given me the confidence I need to further my career.
Georgia Darke
