Dealing with Difficult People and Situations Certification

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

PLUS - Access to the exclusive New Skills Academy Study Group!
  • 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
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Dealing with Difficult People and Situations Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

I have a BA in Creative Writing, and I learned a lot from this course on the specifics of writing fantasy. With interesting subject matter and a worksheets that you can adapt for future writing, this course was absolutely worth the investment. It also allowed me to develop my teaching CV through its accredited certificate. I am looking forwards to incorporating some of the things I learned through the Fantasy Writing course in to my curriculum and classroom activities. If you have an interest in writing, or if you are an English teacher too, this series of courses are absolutely worth investing in.

Stephanie Gallon

Great support and I can honestly say that this course helped me so much in order to understand what it takes in order to become a successful recruiter and allowed me to develop in this area.
Excellent, I thought the course was well put together and liked the fact that the modules were short and manageable.

Andreea Roxana Blaga

Enrolled in Legal Secretary Diploma course and absolutely love it! The course is well laid out, easy to follow at any pace and is full of information that is fit for the purpose. I can fit learning around my work and family life. I wish I had started sooner!

Rachida Zahouani

This course is absolutely brilliant for someone like me that has a busy working life – the modules are chunked into bite sized pieces and are really simple and straightforward to use.

It is easy to dip in and out of and pick up from where you left off – I was certainly glad I chose to pick all 3 levels – I am quite competent with Excel but I have also picked up new pieces of information from the beginners’ modules as well as really developing my skills with the more advanced information.

It has also meant I have had a really good refresh with parts of Excel that I haven’t used for a long time. I advise anyone who is considering skipping straight to the Intermediate or Advanced courses to go for this option – it really has proved excellent value for money!

Ryan Knight

I found the course relevant, clear, concise and a good basis for a change of career to HR. I thought it was good value for money, the balance of information, the exercises were good and liked the fact that I can access from wherever and study at my own pace.

I found the website easy to navigate and liked the fact it remembered where I was up to. When I asked a question of support, I got a fast response that solved my question. I would do courses with New Skills Academy in the future.

Thank you very much!

Victoria Ames

The course was easy to find on the website, and plenty of information regarding course modules, outcomes and any frequently asked questions. There is plenty of choices for a range of courses, which made it harder for me to decide what course I wanted to pursue! The price of the courses are reasonable and doing it in your own time while in employment is a plus for myself. Trying to find time while in full time work is hard in itself, but having a good provider online it has opened the door for me to learn new things and expand my knowledge. I would definitely recommend to anyone who would want to learn online.

Sophie Mangano

Duration:
7 hours

Access:
Lifetime Access

Approved by:
CPD

Learning Type:


Text based modules  Images 

Cost:
$110.00

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

PLUS - Access to the exclusive New Skills Academy Study Group!
  • 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
certificate

of achievement

This certificate is presented to

Your Name

NSA

For completing the

Dealing with Difficult People and Situations Certification

on 21st November 2025

Selena Hurford

Selena Hurford

Course Tutor

cpd

Daniel Morgan

Daniel Morgan

Head of Academy

Certificate Example

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.

I have a BA in Creative Writing, and I learned a lot from this course on the specifics of writing fantasy. With interesting subject matter and a worksheets that you can adapt for future writing, this course was absolutely worth the investment. It also allowed me to develop my teaching CV through its accredited certificate. I am looking forwards to incorporating some of the things I learned through the Fantasy Writing course in to my curriculum and classroom activities. If you have an interest in writing, or if you are an English teacher too, this series of courses are absolutely worth investing in.

Stephanie Gallon

Great support and I can honestly say that this course helped me so much in order to understand what it takes in order to become a successful recruiter and allowed me to develop in this area.
Excellent, I thought the course was well put together and liked the fact that the modules were short and manageable.

Andreea Roxana Blaga

Enrolled in Legal Secretary Diploma course and absolutely love it! The course is well laid out, easy to follow at any pace and is full of information that is fit for the purpose. I can fit learning around my work and family life. I wish I had started sooner!

Rachida Zahouani

This course is absolutely brilliant for someone like me that has a busy working life – the modules are chunked into bite sized pieces and are really simple and straightforward to use.

It is easy to dip in and out of and pick up from where you left off – I was certainly glad I chose to pick all 3 levels – I am quite competent with Excel but I have also picked up new pieces of information from the beginners’ modules as well as really developing my skills with the more advanced information.

It has also meant I have had a really good refresh with parts of Excel that I haven’t used for a long time. I advise anyone who is considering skipping straight to the Intermediate or Advanced courses to go for this option – it really has proved excellent value for money!

Ryan Knight

I found the course relevant, clear, concise and a good basis for a change of career to HR. I thought it was good value for money, the balance of information, the exercises were good and liked the fact that I can access from wherever and study at my own pace.

I found the website easy to navigate and liked the fact it remembered where I was up to. When I asked a question of support, I got a fast response that solved my question. I would do courses with New Skills Academy in the future.

Thank you very much!

Victoria Ames

The course was easy to find on the website, and plenty of information regarding course modules, outcomes and any frequently asked questions. There is plenty of choices for a range of courses, which made it harder for me to decide what course I wanted to pursue! The price of the courses are reasonable and doing it in your own time while in employment is a plus for myself. Trying to find time while in full time work is hard in itself, but having a good provider online it has opened the door for me to learn new things and expand my knowledge. I would definitely recommend to anyone who would want to learn online.

Sophie Mangano

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