Working with Difficult People

Working with Difficult People Courseware (MDP101)

This course aims to equip participants with the knowledge and skills necessary to identify and navigate unhealthy workplace dynamics caused by difficult personalities. The course covers the impact of such personalities on the work environment, the legal implications of hostile work environments, and the importance of maintaining a healthy environment. Participants will delve into various personality types, their associated destructive behaviors, and the motivations behind these behaviors. Effective communication strategies, setting boundaries, and conflict resolution techniques will be discussed and practiced, including negotiation and mediation. By understanding and addressing these issues, participants can contribute to a healthier, more productive, and harmonious workplace.

Publisher: Webucator


  1. Enhanced Communication Skills: This course helps participants develop effective communication techniques that enable them to work better with challenging colleagues and facilitate smoother interactions in the workplace.
  2. Conflict Resolution Mastery: Participants will learn practical methods for handling conflict, which can lead to better problem-solving and increased productivity in the workplace.
  3. Improved Work Environment: By understanding the impact of difficult personalities on the work environment, participants can contribute to creating a healthier, more inclusive, and harmonious workplace.
  4. Greater Self-Awareness: The course allows individuals to identify their own communication styles and learn how to adapt them to work more effectively with diverse personalities.
  5. Empowerment in Setting Boundaries: Participants will learn how to establish and enforce healthy boundaries, leading to a more balanced and respectful work environment.
  6. Legal Awareness: By being knowledgeable about the legal implications of hostile work environments, participants can better protect themselves and their organizations from potential legal issues.


  1. The Impact of Unhealthy Personalities
    1. Personality and Behavior
    2. Workplace Environment
      1. Performance and Morale
      2. Types of Environments
    3. Morale and Turnover
      1. The Role of the Supervisor
      2. The Cost of Turnover
    4. Legal Implications
    5. Bullying
    6. Hostile Work Environments
    7. Harassment
    8. Family Medical Leave Act
    9. Grievance Processes
    10. Hidden Costs to a Company
      1. Decreased Productivity
      2. Leaves
      3. Replacement Costs
      4. Image and Revenue
    11. The Benefits of a Healthy Environment
  2. Understanding People
    1. Personality Types
      1. DMS-IV Personality Types
    2. Recognizing Destructive Behaviors
    3. Personality Types
      1. Authoritarian
      2. Manipulator
      3. Pessimist
      4. Dramatic
      5. Hero Syndrome
      6. The Victim
      7. Lethargic
    4. Understanding Motivation for Difficult Behaviors
  3. Communication
    1. The Communication Loop
      1. The Sender
      2. The Receiver
      3. The Message
      4. Feedback
      5. Noise
      6. Filters
    2. Different Forms of Communication
      1. Verbal Communication
      2. Nonverbal Communication
      3. Voice Intonation
      4. Physical Behavior
      5. Facial Expression
      6. Physical Stance and Movement
      7. Culture and Physical Behavior
    3. Constructive Feedback
      1. Restating the Message
      2. Offering Criticism
      3. Communicating Goals
    4. Feedback and Communication Tools
      1. Patience
      2. Listening
      3. Avoiding Assumptions
      4. Phrasing and Rephrasing
      5. Visual Aids
  4. Setting Boundaries
    1. Boundaries
    2. Communicating Boundaries and Consequences
      1. Consequences
    3. Negotiating Terms
      1. Win-Win Negotiations
      2. Compromise
      3. Healthy Boundary Concepts
    4. Enforcing Boundaries
      1. Evaluating Consequences
      2. Measuring Behavior
      3. Rubrics
  5. Handling Conflict
    1. Confronting the Difficult Personality
      1. Safety Issues
      2. Find a Watchdog
      3. Open Doors
      4. The Nature of the Relationship
      5. Confronting a Higher Authority
      6. Confronting a Subordinate
      7. Confronting a Peer
      8. Emotional Escalation
    2. Negotiation Techniques
      1. Process
      2. Preparation
      3. Know Your Resources
      4. Motivation
      5. Conclusion
      6. Behavior
      7. Negotiation Styles
      8. Emotion in Negotiations
      9. Positive Emotions
      10. Negative Emotions
      11. Substance
      12. Understand Everyone's Needs
      13. Win-win or Win-lose
    3. Mediation
      1. Choosing a Mediator
    4. Applying Formal Consequences
      1. Documentation

Required Prerequisites