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"This is one of the most useful courses I've found in Udemy. Very clear and practical. Thank you!" Luca Mecca, course student"...This is my favourite course, to date." Paul Lavelle, course student"I would recommend this course to everyone. This course teach you not only how to deal with difficult people but also how to listen. Very informative course." Lydia, course student"I've listened and listened again. OK corral (tick), how to listen (tick), working with Psychos (tick). My tricky customer is smiling now. Double plus good." Brian Turner, course student"Found the content to be really informative and presented in a way that was easy to understand. Will go back over the information many times I think just to keep refreshing. Thank-you" Coralie Gibson, course student"I enjoyed this course, and thought it explained alot of the topics well and it is nice to have the workbook to use for future." Lindsay Machado, course studentWHAT DOES THIS CONFLICT MANAGEMENT & DIFFICULT PEOPLE COURSE COVER?We are communicating to other people all of the time. It's not a discrete skill. When we have a chat with a colleague in the canteen, when we send out an email, whether we choose to have a heated debate with someone or choose to ignore that same person - we are sending our signals and we're processing others' signals, for the most part, unconsciously. SWITCHING FROM AUTOPILOT TO MANUALSo a key aim of this conflict management and difficult conversations course is to help you switch from autopilot to manual drive, so you become more aware of what you're communicating to others - both intentionally and unintentionally - and to help you become aware of what others might be trying to tell you through the messages they send out.All this is going to give you more options when you're communicating - you'll have more choices for how you respond to difficult people, in a difficult conversation and in conflict situations - and this puts you in the driving seat to ensure you ensure conflict resolution and you can manage difficult people and that difficult conversation in the workplace and elsewhere. With this greater self awareness and emotional intelligence, you'll have the know-how to get people on side, you'll know which battles to fight and when to argue, and which conflict and arguments to walk away from, and you won't jump into unnecessary arguments and come away regretting what you did or didn't say or do afterwards. What's more, you'll develop greater confidence in your ability to lead others and role model how to deal with conflict situations - or have that difficult conversation - in an effective and calm way."Found the content to be really informative and presented in a way that was easy to understand. Will go back over the information many times I think just to keep refreshing. Thank-you." Coralie Gibson, course studentFLEXIBILITY AND ATTITUDEThe difference between someone who's good at communicating and dealing with difficult people and situations - and somebody who's not - is flexibility and attitude. So, someone who is good at influencing and can deal with difficult people, and can have that difficult conversation, they will adapt their communication - how they say things, how they write emails, when they choose to speak and who they speak to. And they have an attitude that has the ego removed. So influencing and dealing with others no longer becomes some zero-sum game in which you-lose-I-win, winner-takes-all competition. These lessons can be used in the workplace with employees (including a toxic manager) or equally well outside of work. "I think this course opens up my mind in terms of people and how to handle them." Gita Hapsari, course studentYOUR MINDSET IS KEYWhile a lot of conflict management and conflict resolution courses teach you what to say and how to behave with difficult people, during a difficult conversation and when handling conflict, this course also addresses the most critical part: your mindset. Without first changing your mindset and attitudes, any new skills will simply melt under the pressure of a conflict situation or when handling difficult people or having a difficult conversation in the workplace or elsewhere. This conflict management and dealing with difficult people course also aims to give you an understanding of the psychology behind people's behaviour and crucially, to help you know what's going on for you, and the reasons you might be reacting to situation and difficult people instinctively. On this course, you'll learn: About the psychology of human behaviour, so you've a greater understanding of your own and others' behaviourAbout the roles we play in conflicts and how unconscious biases affect our ability to think rationallyHow to get into the right mindset to deal with difficult people and conflict situations at workHow blame gives away your power to deal with a difficult person, and why the cycle of blame only serves to prolong a conflict What projection is and how to deal with others' projectionsWhy taller men and get paid more, and why more attractive people earn moreHow to overcome personal biases that maybe leading to labelling and entrancing your view of the other as a difficult person!How to deal with bullies and those of the Dark Triad: psychopaths, Machiavels and narcissistsHow to deal with passive aggressivesHow to truly listenHow to structure a difficult conversation and set boundaries How to deal with others' emotionsHow to get to 'I'm OK, You're OK'How the Karpman Triangle plays out in conflicts at work, and how to reframe the roles and dynamic the three parties playWhen to argue and when to walk away!Why having an outcome is key to conflict resolution and dealing with difficult conversationsHow to make it less personal, and understanding that it's often more about who they are - than youUnderstand how to manage your emotions before and during the conversationUse proven communication techniques to reduce stress, open communication, and build relationshipsHave to improve understanding and trust through 'active listening' - not half listening How to find common ground (however impossible this may feel right when you think of that difficult person in your life right now)How to be more assertive, set boundaries and improve your assertiveness with difficult people, including a toxic managerWe'll finish with some further reading suggestions on the topic of conflict management, having difficult conversations and dealing with difficult people / difficult managers in the workplaceMediation skills How to read peopleWhy taking personal responsibility is key to improving your relationship management and emotional intelligence As you move through this Dealing With Difficult People and Conflict Management course, you'll also cover specific techniques, such as how to set boundaries and how to build healthy relationships, that you can use to enhance your daily interactions with others.On completion of this online course on How to deal with Difficult People and Manage Conflict you'll have gained a clear understanding of why difficult people behave the way they do, and you'll know how to get stop yourself reacting in ways that has a negative effect your stress and anxiety levels, and your emotional well-being.Note: This workplace conflict management and dealing with difficult people online course comes a 51 page conflict management and dealing with difficult people workbook.You will also get each video as a mp3 audio download - so you listen to this course while driving or commuting. A note about the trainer, Peter WillisI've trained, coached and been a psychotherapist to individuals in the workplace in a career spanning 30 years. And I've helped many, many of my clients develop the mindset, skills and confidence to have the difficult conversation, and manage conflicts in a constructive way that helps them in their career development. In addition to my coaching qualifications, I'm also a trained integrative psychotherapist. In my work, I draw on person-centred therapy, positive psychology, gestalt therapy, existential therapy, psychodynamic therapy, CBT, and Jungian therapy.I am also the MD of both Lequin Leadership Development, which has worked with over 60 blue chip organizations since 2003, and the online course provider, Unchainyourbrain.orgMy philosophy is that to be the best we can in our careers, then we need to have high levels of emotional and political intelligence - we need high levels of self awareness and awareness of others, together with the ability to manage our and others' emotions. On top of this we should have a healthy level of self-esteem and to do this we need to find and be our real self - it's from here that we can start to bring direction, clarity of thought, effective leadership and passion into our work and lives."Loved this instructor. He presents the information in a clear way with engaging examples. I will be taking more of his courses." Jennifer Ripley, course student"Good speaker. Relevant information" Betty Huntington, course student"Trainer has a lot of knowledge, you can tell, and his approach is very professional, you can easily absorb what is talking about." Katarina Miklec, course student

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