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
- 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

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.
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 found the CRM course to be very informative & user friendly. The knowledge I've gained, after completing five detailed modules & a short exam, has given me a much better understanding of CRM and this personal development will help me to implement new processes in the workplace. The entire course is available on demand, before and after completion, meaning you can go over every module until you're confident enough to take the exam. For anybody looking to gain information on what Customer Relationship Management is, and how it can improve your business, I cannot not recommend this course highly enough.

Joe Shawyer
WOW, I really learned so much more than I thought I would, this is an amazing course with useful insights and guidance. It was really well laid out, user friendly and a joy to participate in, even if you don’t want to start a business.
Any animal lover or owner would benefit from taking this course, as it covers so many aspects, from simple ways to handle a variety of different types of pets, grooming feeding and first aid as well.
It’s absolutely brilliant, I feel that I am now ready and prepared to start on my new journey. Thank you!

Loraine Simpson
I completed the international massage diploma months ago and love to keep revisiting modules. I learn something new each and every time because there’s such a wealth of information presented in a beautifully user-friendly way with excellent videos to accompany each massage technique.
I’m already a working massage therapist, who enjoys attending short courses to up-skill and be able to provide my clients with more value. And ‘The New Skills Academy’ massage course is simply one of the best investments I’ve made in my ongoing professional development.
I’m now a whizz at facial massage (something they didn’t teach at massage school) and Lomi-Lomi too! Highly recommended!

Bee Scott
I studied this course recently and found it to be very interesting, lots of information all easy to understand and printable. The videos were a great add on, easy to follow and understand, showed ways how to do the different types of massages, how to stand and extra information on how to go about adding this to your own business. Contacting the admin department was easy, answered calls very quickly and dealt with the issues straight away. Also a call back to make sure everything was ok. Received certificate within days and downloaded, very good quality. Would highly recommend learning this way!

Pamela Johnstone
Great course, lots of really good information which I could take my time over reading and making notes. I could then understand and learn through the content. It has definitely already helped my teaching and will continue to be a source of reference.

Harriet More
I found the course straight forward and easy to follow.
It’s given me a great understanding of first aid procedures and has outlined some important aspects of looking after pets in general. It paid particular attention to the description of the CPR procedure. I will come in very useful.
The multi choice test at the end is easy to complete and I found the worksheets at the end of each module very helpful to outline the important aspects.
I look forward to completing many more courses on offer to help progress my new dog walking and pet care business.
Thank you.

Georgina Batty
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

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.
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 found the CRM course to be very informative & user friendly. The knowledge I've gained, after completing five detailed modules & a short exam, has given me a much better understanding of CRM and this personal development will help me to implement new processes in the workplace. The entire course is available on demand, before and after completion, meaning you can go over every module until you're confident enough to take the exam. For anybody looking to gain information on what Customer Relationship Management is, and how it can improve your business, I cannot not recommend this course highly enough.

Joe Shawyer
WOW, I really learned so much more than I thought I would, this is an amazing course with useful insights and guidance. It was really well laid out, user friendly and a joy to participate in, even if you don’t want to start a business.
Any animal lover or owner would benefit from taking this course, as it covers so many aspects, from simple ways to handle a variety of different types of pets, grooming feeding and first aid as well.
It’s absolutely brilliant, I feel that I am now ready and prepared to start on my new journey. Thank you!

Loraine Simpson
I completed the international massage diploma months ago and love to keep revisiting modules. I learn something new each and every time because there’s such a wealth of information presented in a beautifully user-friendly way with excellent videos to accompany each massage technique.
I’m already a working massage therapist, who enjoys attending short courses to up-skill and be able to provide my clients with more value. And ‘The New Skills Academy’ massage course is simply one of the best investments I’ve made in my ongoing professional development.
I’m now a whizz at facial massage (something they didn’t teach at massage school) and Lomi-Lomi too! Highly recommended!

Bee Scott
I studied this course recently and found it to be very interesting, lots of information all easy to understand and printable. The videos were a great add on, easy to follow and understand, showed ways how to do the different types of massages, how to stand and extra information on how to go about adding this to your own business. Contacting the admin department was easy, answered calls very quickly and dealt with the issues straight away. Also a call back to make sure everything was ok. Received certificate within days and downloaded, very good quality. Would highly recommend learning this way!

Pamela Johnstone
Great course, lots of really good information which I could take my time over reading and making notes. I could then understand and learn through the content. It has definitely already helped my teaching and will continue to be a source of reference.

Harriet More
I found the course straight forward and easy to follow.
It’s given me a great understanding of first aid procedures and has outlined some important aspects of looking after pets in general. It paid particular attention to the description of the CPR procedure. I will come in very useful.
The multi choice test at the end is easy to complete and I found the worksheets at the end of each module very helpful to outline the important aspects.
I look forward to completing many more courses on offer to help progress my new dog walking and pet care business.
Thank you.

Georgina Batty
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The course was clearly set out with helpful end of week tests which built my knowledge. Being dyslexic I found the course was set out in an easy to understand way. I was able to pass the test on my first attempt. The downloaded pdf are a useful resource that you can keep forever. Looking forward to the next course
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