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.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
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.
This Makeup Diploma course I wanted to have almost half of my life, from when I was a kid. I really enjoyed studying and was really happy to finish this Makeup Diploma course.
Liked videos in modules, PDF’s were easy to save. Not only that I learned new tips on how to do makeup, I also learned how to deal with marketing and advertising for my future business.
I’m sure that will not be the last course that I finished. And I will highly recommend to my friends to this online tutoring as it is great way to gain knowledge. Thank you.
Darija Holm
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
Very enjoyable and informative course which covered all aspects of dog grooming, managing the business side and history of dog grooming. What I liked most was being able to do the course at my own pace, revisiting modules as required to gain a complete understanding of what I was learning.
I found the video tutorials very helpful and was able to give my own dog a professional cut after watching them.
On the one occasion I forgot my password online help were very prompt in helping me . I would highly recommend this course. Good value for money.
Thank-you New Skills Academy!
Jacqueline Myers - B
Jacqueline Myers
I was a bit nervous when I first purchased the nail technician diploma online course for the one reason that it was so cheap compared to other online courses I had seen.
I have recently taken this course and i can honestly say that it is so easy to follow and you really do learn all the things you need to know to become a successful nail technician from the nail anatomy to starting your own business and all the other helpful bits in between.
I can't believe I am well on my way to becoming a qualified nail technician:) If you are worried about purchasing this course then don't be! This course is brilliant and I would recommend to anyone! xxx
Emma Thorpe
This online course really helps me in pursuing my career and gain knowledge about special education. It's very easy to use and very user friendly! Two thumbs up!
Christine Kim Grace De Guzman
I started this course so I could learn about payroll as I am interested in hopefully securing future employment within this area.
The course is brilliant to use. The information available on the individual modules is so easy to read and understand. The activities at the end of the modules refresh what you have just learnt, you can print these also so you are able to make notes for your own personal reference to go back to. You can also log onto your course at home or if your out and about on your phone.
Overall I would recommend this course and I am so pleased I decided to go for this and will look forward to being able to write this onto my CV.
Laura Malcom
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.
Once you have completed your test you can log in to your account and download/print your certificate any time you need it. If you would prefer us to post you a certificate to a UK address, there will be an admin charge of £10 (certificates sent internationally may cost more).
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.
This Makeup Diploma course I wanted to have almost half of my life, from when I was a kid. I really enjoyed studying and was really happy to finish this Makeup Diploma course.
Liked videos in modules, PDF’s were easy to save. Not only that I learned new tips on how to do makeup, I also learned how to deal with marketing and advertising for my future business.
I’m sure that will not be the last course that I finished. And I will highly recommend to my friends to this online tutoring as it is great way to gain knowledge. Thank you.
Darija Holm
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
Very enjoyable and informative course which covered all aspects of dog grooming, managing the business side and history of dog grooming. What I liked most was being able to do the course at my own pace, revisiting modules as required to gain a complete understanding of what I was learning.
I found the video tutorials very helpful and was able to give my own dog a professional cut after watching them.
On the one occasion I forgot my password online help were very prompt in helping me . I would highly recommend this course. Good value for money.
Thank-you New Skills Academy!
Jacqueline Myers - B
Jacqueline Myers
I was a bit nervous when I first purchased the nail technician diploma online course for the one reason that it was so cheap compared to other online courses I had seen.
I have recently taken this course and i can honestly say that it is so easy to follow and you really do learn all the things you need to know to become a successful nail technician from the nail anatomy to starting your own business and all the other helpful bits in between.
I can't believe I am well on my way to becoming a qualified nail technician:) If you are worried about purchasing this course then don't be! This course is brilliant and I would recommend to anyone! xxx
Emma Thorpe
This online course really helps me in pursuing my career and gain knowledge about special education. It's very easy to use and very user friendly! Two thumbs up!
Christine Kim Grace De Guzman
I started this course so I could learn about payroll as I am interested in hopefully securing future employment within this area.
The course is brilliant to use. The information available on the individual modules is so easy to read and understand. The activities at the end of the modules refresh what you have just learnt, you can print these also so you are able to make notes for your own personal reference to go back to. You can also log onto your course at home or if your out and about on your phone.
Overall I would recommend this course and I am so pleased I decided to go for this and will look forward to being able to write this onto my CV.
Laura Malcom
Why you should study with us
Learn with confidence...
RRP
$100
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Yet another well laid out course. This is my 3rd course so far with New Skills Academy.
More than likely will be back for another one soon. This course was enjoyable to do, and I learnt a lot and passed first try. My certificate will be up on the wall soon.
Rob Coops
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
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
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
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
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
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
It was an eye opening course that was flexible and easy to access. I was able to complete it from the comfort of my own home whilst also having the tasks to complete which enabled me to check my knowledge. I know feel much more confident in my field of work and really enjoyed doing it.
Ellie Clarke
