Mastering the Art of Dealing with Difficult People and Situations

Online Course For Instructors

Do you ever feel defensive, frustrated, or helpless when dealing with difficult people or situations? Learning how to respond to people who may attack, blame, withdraw, or sabotage is a necessary skill to communicate non-defensively in the workplace. In this course, you will learn proven and practical strategies on how to better navigate difficult people and situations in your daily life so you can successfully relate to others using non-defensive communication strategies.

Price: $36.95
Duration: 3 hours (instant certificate of completion)
Length of Access: 365 days
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  • Instructor CE Hours

    This course fulfills 3 hours of NACCAS Teaching Methodology requirement. Please check with your state board for credit approval.

  • Learn at Your Own Pace

    You have access to this class for 365 days. Take it at your own pace. Start and stop as needed. Don't worry—your progress will be saved.

  • Become a Master Educator

    This course counts as 1 credit towards your Milady Master Educator Certification. Learn more about our certifications, here.

About the Author: Jennifer Alfonso

Jennifer Alfonso is a nationally recognized expert and speaker on anger management and conflict resolution. Ms. Alfonso founded ANGER MANAGEMENT.org in 1997, a program utilized by the Office of the State’s Attorney in Maryland. The program focuses on primary, secondary, and tertiary violence prevention and is the longest running anger management program on the East Coast.

Ms. Alfonso’s extensive education includes: a Bachelor of Business Administration in Computer Programming with a Minor in Statistics, a Master of Business Administration in Organizational Behavior and Development and a Master of Social Work in Clinical Mental Health. Ms. Alfonso is a dynamic and engaging trainer who acts as a national consultant to both public and private organizations. She has presented over 2000 workshops to organizations such as: the Department of Justice, American College of Cardiology, Centers’ for Disease Control, NASA, NIH, Department of Health and Human Services, the EPA, the National Institute for Health Statistics, University of Maryland, The Association of Flight Attendants, Federal Parole and Probation Departments, and Humane Rescue Alliance.

Jennifer Alfonso

Course Outline


    1. Welcome Message

    2. Mastering the Art of Dealing with Difficult People Workbook

    3. Welcome Video

    1. Lesson 1 - Emotional Intelligence

    2. Lesson 2 - Why are they so challenging?

    3. Lesson 3 - Discussion

    4. Lesson 4 - Defensive vs. Non-Defensive Communication

    5. Lesson 5 - Most Defensive Reactions

    6. Lesson 6 - Our Goal

    7. Lesson 7 - Listening Quiz

    8. Lesson 8 - Levels of Listening

    9. Lesson 9 - Practice Empathy

    10. Lesson 10 - First Half Takeaways

    11. Lesson 11 - How do we react?

    12. Lesson 12 - Self-Regulation

    13. Lesson 13 - Manipulation

    14. Lesson 14 - Courageous Conversations - Part 1

    15. Lesson 15 - How to Stay on Topic

    16. Lesson 16 - Courageous Conversations - Part 2

    17. Lesson 17 - Courageous Conversations - Part 3

    18. Lesson 18 - The Feeling and Thinking Brain

    19. Lesson 19 - Wrap Up

    1. In Conclusion Video

    1. Final Exam Instructions

    2. Final Exam

    1. Feedback Form

About this course

  • $36.95
  • 26 lessons

Learn proven practical strategies on how to better navigate difficult people and situations

Enroll Now

FAQs

  • Why should I take this course?

    This interactive, thought-provoking session focuses on emotional intelligence, self-awareness and successfully relating to others by using non-defensive communication strategies. Developing these skills to communicate clearly without engaging in power struggles is necessary for both your professional and personal development.

  • How long is this course?

    The course should take you about 3 hours depending on your current learning style and how long you take to practice what you learn. You may take the course at your own pace, stopping and starting as it fits your schedule.

  • How is the course structured?

    There are 19 lessons in the course as well as a final exam. You must pass the final exam with a score of 70% or higher in order to obtain your certificate of completion.

  • Is this class offered in-person?

    No, this course is not currently offered in-person. However, if you’re interested in hosting an event (in-person or live, virtual) with the Milady Master Educator Program, we do have a menu of classes that can be delivered in-person or as a live, virtual class. Learn more, here.

  • How many courses do I need for my Milady Master Educator Certification?

    To receive your Level 1 - Master Educator Certification, you must complete a total of 12 classes.

    To receive your Level 2 - Advanced Master Educator Certification, you must complete a total of 18 classes.

    To receive your Level 3 - Trailblazer Master Educator Certification, you must complete a total of 24 classes.

    Remember, you're responsible for keeping track of your credits! Once you reach 12, 18, or 24, request your printed Master Educator Certificate by submitting a ticket at support.cengage.com, using case problem type "Faculty/Teacher Resources," following the on-screen instructions, and writing in your notes in the description. Please include all of your course certificates. Please allow up to 4 weeks for processing. The credits toward your Master Educator Certification do not expire.

    We only keep your information on course completions for 5 years. After that, we will have no record of events that you've attended

  • I have completed 12, 18, or 24 classes. How do I receive my Level 1, 2, or 3 certificate? 

    Remember, you're responsible for keeping track of your credits. Once you reach 12, 18 or 24, request your printed Master Educator Certificate by submitting a ticket at support.cengage.com, using case problem type "Faculty/Teacher Resources," following the on-screen instructions, and writing in your notes in the description. Please attach all course certificates. We will confirm and send out your printed Master Educator Certificate! Please allow up to 4 weeks for processing.

    We only keep your information on course completions for 5 years. After that, we will have no record of events that you've attended