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 2026
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've been out of the educational loop for the past five years now and was a little worried about starting a new course. All I can say is I certainly had nothing to worry about! Everything was set out so clearly for me to read and it was one of the most informative courses I've ever taken. I've soaked everything in like a sponge! You can't beat knowing you've got all the information sat waiting for you whenever you need a quick recap. Thank you New Skills Academy, my future can now begin thanks to you! I can't wait to get started!
Kirsty Brookes
As a teacher I have experienced working with children with a range of learning and physical abilities. This course helped consolidate my knowledge and understanding gained during my 12 years of teaching and working with SEN children. It also added knowledge about the various diagnoses and categories and how to recognise them to support children’s learning.
I found the course easy to navigate, informative and I enjoyed the learning experience. In the future it will help me to think of the children in my care and how best to support their learning needs to achieve the best they can. I hope to someday specialise in working with children with SEN.
Rebecca Dobson
Clear and informative content, excellently delivered for students of all levels to easily undertake.
This course gave me a great level of understanding to confidently take on even further payroll related education. It filled in the gaps where my knowledge was not so strong, which I have now confidently applied to my day to day job.
A boost on my CV which I feel will make me more attractive to future employers. Overall excellent and highly recommended!
Alex Hooton
The course was very methodical and logical, always pointing towards the goal of learning the information to pass the test. It’s also a very nice course. Made the process seem much less daunting than I had made it appear. The logical and organized approach to the material really made this a worthwhile course.
All the course materials are very easy to understand and access, and the fact that you could study at your own pace when you want.
I want to say a big thank you to New Skills Academy for your effort, heart-felt interest and enthusiasm in putting together this course and sharing it with us. Your frequent, intuitive tips were great memory cues for some of the hard to retain information and very helpful especially for someone forgetful like me. Most of all, you took any worry of failure out of the picture and made it easy to visualize completing the test successfully! Thank you again for all your help.
I will definitely recommend this site to anyone looking to take professional courses. Thanks to them, I now have my diploma in Hotel Reception.
Abayomi Dosunmu Odunsi
Helpful tips learned during the course and many fun facts. I will be completing 3 more courses after this one. Such a great learning experience. The knowledge in each package is phemonimal!
Each course is broken down into modules to make it easy to break down the course for short breaks and as soon as you sign back in again it remembers where you left off in your course. How clever!
I would highly recommend this course to anyone looking to brush up their knowledge and skills. Best of luck!
Vawn Koch
loved this course. I feel I could start my own business if I choose to but I prefer working for a company that is already established.
I found this course easy to understand and follow and found it highly useful that I could pick it up and leave it as I wished so I could fit it in around my life.
I am currently scouring the internet and papers and phoning companies in order to find myself employment with in this field of work.
I cannot thank this company enough for enabling me to fulfil a life dream of working with animals.
Lorraine Redknapp
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 2026
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've been out of the educational loop for the past five years now and was a little worried about starting a new course. All I can say is I certainly had nothing to worry about! Everything was set out so clearly for me to read and it was one of the most informative courses I've ever taken. I've soaked everything in like a sponge! You can't beat knowing you've got all the information sat waiting for you whenever you need a quick recap. Thank you New Skills Academy, my future can now begin thanks to you! I can't wait to get started!
Kirsty Brookes
As a teacher I have experienced working with children with a range of learning and physical abilities. This course helped consolidate my knowledge and understanding gained during my 12 years of teaching and working with SEN children. It also added knowledge about the various diagnoses and categories and how to recognise them to support children’s learning.
I found the course easy to navigate, informative and I enjoyed the learning experience. In the future it will help me to think of the children in my care and how best to support their learning needs to achieve the best they can. I hope to someday specialise in working with children with SEN.
Rebecca Dobson
Clear and informative content, excellently delivered for students of all levels to easily undertake.
This course gave me a great level of understanding to confidently take on even further payroll related education. It filled in the gaps where my knowledge was not so strong, which I have now confidently applied to my day to day job.
A boost on my CV which I feel will make me more attractive to future employers. Overall excellent and highly recommended!
Alex Hooton
The course was very methodical and logical, always pointing towards the goal of learning the information to pass the test. It’s also a very nice course. Made the process seem much less daunting than I had made it appear. The logical and organized approach to the material really made this a worthwhile course.
All the course materials are very easy to understand and access, and the fact that you could study at your own pace when you want.
I want to say a big thank you to New Skills Academy for your effort, heart-felt interest and enthusiasm in putting together this course and sharing it with us. Your frequent, intuitive tips were great memory cues for some of the hard to retain information and very helpful especially for someone forgetful like me. Most of all, you took any worry of failure out of the picture and made it easy to visualize completing the test successfully! Thank you again for all your help.
I will definitely recommend this site to anyone looking to take professional courses. Thanks to them, I now have my diploma in Hotel Reception.
Abayomi Dosunmu Odunsi
Helpful tips learned during the course and many fun facts. I will be completing 3 more courses after this one. Such a great learning experience. The knowledge in each package is phemonimal!
Each course is broken down into modules to make it easy to break down the course for short breaks and as soon as you sign back in again it remembers where you left off in your course. How clever!
I would highly recommend this course to anyone looking to brush up their knowledge and skills. Best of luck!
Vawn Koch
loved this course. I feel I could start my own business if I choose to but I prefer working for a company that is already established.
I found this course easy to understand and follow and found it highly useful that I could pick it up and leave it as I wished so I could fit it in around my life.
I am currently scouring the internet and papers and phoning companies in order to find myself employment with in this field of work.
I cannot thank this company enough for enabling me to fulfil a life dream of working with animals.
Lorraine Redknapp
Why you should study with us
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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
I am a doctor. This course is well organized, covering all areas of CBT. The videos and practical tips are very helpful. All the modules are arranged with good explanations and examples. Also each module consists of quick test and assignment which enables you to gain knowledge. Finally I would like to thank the New Skills Academy team.
Dr. M. Arshad
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
Omg im so excited, over joyed and all the good stuff that comes to mind! Wonderful experience doing lessons with New Skills Academy. I look foward to doing more courses with them. I hope this will encourage others to come on board and refresh your minds or to learn something new, it's a win win situation. I want to thank New Skills Academy so much for making this as simple as possible for me.
Shari Anderson
I took up this course initially to help me with my own dog, but found that as I worked through the material I actually started thinking that this could be something that I could use to make a second income. From start to finish I found the course engaging and interesting. I am now doing another dog related course and am experiencing the same level of enjoyment. I would recommend New Skills Academy without hesitation.
Keith Smith
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
This is a great course for any level of knowledge. Very easy to navigate, great practical tasks and explanations are very clear. You can revise any module with no problem. The test wasn’t too hard if you completed every module. It may be handy to make some notes before you start. Overall I'm very happy with my choice. Thank you New skills for my New skills :)
Julia Bobkova
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
