- 1. How to deal with difficult people
- 2. Importance of the course
- 3. The outcome of the course
- 4. Understanding emotions, the role it plays & pick your battle wisely
- 5. The first step of dealing with difficult people
- 6. Preparing for a stressful conversation
- 7. Steps of preparing
- 8. Right tactics, not people
- 9. Victim role It’s mostly about you
- 10. Mean colleagues understand why
- 11. The dos and don’ts mean colleagues
- 12. Passive aggressive colleagues
- 13. Do’s and don’ts for passive aggressive colleague
- 14. Get help sooner than later
- 15. How to work with someone who thinks everything is urgent
- 16. How to work with someone who’s already stressed out
- Assessment and Certificate
