Working with Difficult People

Course Code: REL-ALL-0-WWDP

Hours: 0.25

Type: Online Course

Content Expiration Date: 12/31/2023

Learning Objectives:
Identify high risk or crucial situations that can lead to difficulties in communication and workflow with co-workers.
Engage in practices that help all people in the situation feel heard and respected.
Describe how to professionally remove yourself from a situation when necessary.

Outline:

Section 1: Introduction

A. About This Course

B. Learning Objectives

Section 2: Recognizing Difficult People and Situations

A. Personality Differences

B. Communication Differences

C. Professional Standards

D. Review

Section 3: Communication Strategies

A. Listen and Paraphrase

B. Clarify Perceptions

C. Speak Respectfully

D. Review

Section 4: When to Ask for Assistance

A. Signs of Escalation

B. Diffusing a Difficult Situation

C. Get Support

D. Review

Section 5: Conclusion

A. Summary

B. Congratulations!

C. Course Contributors

D. References

E. Exam

Instructor: Susan Fee, M.Ed., LPCC

Susan Fee is a therapist, author, and national trainer. She delivers training to individuals and corporations on communication skills, conflict resolution, resiliency, motivation, and presentation skills as well as providing voice-overs for audiobooks, training videos and commercials. She’s the author of numerous magazine articles and books including, 101 Ways to Make Your Message Stick, 101 ideas & Insights About Resolving Conflict, The Manager’s Motivation Handbook, Circle of F.R.I.E.N.D.S. Facilitator’s Guide, and the college survival guide, My Roommate is Driving Me Crazy! Learn more by visiting www.susanfee.com. Disclosure: Susan Fee, M.Ed., LPCC has no Relevant Financial or Non-Financial Relationship with ineligible companies to disclose.

Target Audience:
The target audience for this course is: General Staff; in the following settings: All Healthcare Settings.

Relias Learning will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.

Relias Learning has a grievance policy in place to facilitate reports of dissatisfaction. Relias Learning will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias Learning at support@reliaslearning.com.

Course Delivery Method and Format
Asynchronous Distance Learning with interactivity which includes quizzes with questions/answers, and posttests.