Level 2 Certificate in Dealing with Difficult People

Learn practical skills for dealing with challenging behaviour in the workplace or from external clients!

In real life, we see so many difficult people in great numbers who challenge the accepted norms and ethics. For some, being difficult and challenging is part of their inner self. We are outsiders cannot correct that. But what we could correct is changing our mentality to deal with such people positively.

This type of training is really beneficial as internally or externally one will see members of the staff or even customers behaving in a challenging manner. The key is to avoid confrontation and provided you are sufficiently trained you can overcome the negatives into a positive situation. The benefit of mastering above somebody has far greater advantages than one would imagine, especially from an organisations point of view.

Our Level 2 Certificate in Dealing with Difficult People course let you learn key skills like how to discover the causes of conflict, how certain behaviours impact others, strategies to deal with difficult people appropriately, anger management, coping techniques and more. The course covers strategies and techniques to manage difficult people and behaviour, both internal and external which help produce positive outcomes. Also, the course gives a valuable insight into why people behave in challenging ways.

Infinity Learning provides high-quality courses, which are designed by professionals in the field. All courses come with accreditations and certifications from internationally recognised institutions. All courses are accessible 24/7, 365 days from enrolment so that students can learn at their own pace and convenience. Each course is headed by a tutor specifically assigned for its learners in case of any difficulties or questions. This course comprises of expertly crafted e-learning modules. The course comes with a certification, which you can use to elevate your CV so you can get better, high-paying jobs.

Why should you choose us?

• No Hidden Fee
• Free e-certificate (PDF)
• Free Career Support Service
• Free CV Writing and Interview Skills Pack available with this course.
• Get 2 days (48 hours) of free access to one of our 140 course strong course libraries, we will issue access upon your request when you have purchased a course.
• Nationally and internationally recognised Accredited qualification
• Excellent quality video tutorials
• Get Tutor support Monday-Friday
• Get one year's access to the course
• Get support by phone, live chat, and email
• Join our friendly online learning platform
• Our Course is fully compatible with PC’s, Mac’s, Laptop, Tablet, and Smartphone devices. So, you can access your course on Wi-Fi, 3G or 4G.
• There is no time limit for completing this course, it can be studied in your own time at your own pace.
• All tests are online and are taken either during or after the course, these are included in the price.

Course Curriculum

Following key topics are covered in this course;

Module 01: Pinpointing Your Triggers
Module 02: Culture, Upbringing and Personality: Your Responses to Difficult Circumstances
Module 03: Techniques for Defusing Difficult People and Challenging Situations
Module 04: What to Do and Say to De-escalate Volatile people and Situations

Learning outcome

During the course of study, you will be able to learn about:

• Understand what is considered challenging behaviour.
• Understand why people behave in a challenging manner and motives behind such behaviour.
• Recognising different behaviour types and how to deal with them.
• Techniques to deal with difficult or angry people in any practical situation.
• The best strategies for effectively countering difficult behaviour.
• How to use effective communication in ironing out the misunderstanding.

Certification:

Students will receive a “Dealing with Difficult People” certificate from Infinity Learning, upon the successful completion of the assignment.

Assessment:

The assessment would consist of a final assignment, the passing mark for which is 65%. Learners will receive a result within 3 days’ time. The assignment cost a minimal £19.

The course is suitable for anyone particularly those functioning in frontline positions where customer interaction is very high. Also, it is a useful course of study for those working in labour relations or human resources departments.

Learners for this course must be 16 years of age or above and should have a basic understanding of the English language, numeracy and ICT. No previous experience is required to follow this course although exposure in a frontline customer facing role will prove helpful.

Following this course will have many benefits. The primary one being learning practical skills for dealing with challenging behaviour. This skill would prove vital in the workplace or outside. For those who follow this course, there are many career opportunities that open up including it being an added qualification.

• Risk Management
• Change Management
• Customer service

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