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