Positive Approaches to Difficult People Course
IDCOMM7009

Module 1: Difficult People

• Define what makes someone “difficult” in the workplace
• Identify personal behavior, communication, and listening styles
• Understand the CARE Profile and your assertiveness/focus quadrant
• Recognize patterns of difficult behavior and self-awareness

Module 2: Communication Barriers

• Explore 12 common communication barriers across three categories
• Learn how poor listening and ineffective communication trigger conflict
• Complete a Listening Inventory to assess personal listening habits
• Understand filters and biases that influence perception

Module 3: The Art of Criticism

• Redefine criticism as a tool for growth and development (TASK model)
• Practice the EPM (Empathize, Pinpoint, Move Forward) approach
• Apply the Four-A Formula for receiving criticism effectively

Module 4: Overcoming Conflict

• Evaluate common conflict behaviors through a self-assessment
• Address six key communication challenges that escalate conflict
• Practice non-threatening “I” statements to de-escalate tension

Module 5: Styles of Communicating

• Compare aggressive, passive, passive-aggressive, and assertive styles
• Apply the Six-Step Assertive Response model to real situations
• Use the “Questions Approach” to understand and clarify interpersonal needs

Module 6: Behavior Styles of Difficult People

• Learn the eight types of difficult people (e.g., Tank, Sniper, Complainer)
• Map these types onto four CARE quadrants (Commander, Analyzer, Relater, Entertainer)
• Identify goals, needs, strengths, and weaknesses for each quadrant

Module 7: Prescriptions for Handling Difficult People

• Determine the underlying needs and emotions driving difficult behavior
• Apply tailored strategies to address each difficult type effectively
• Learn to maintain control while building mutual respect

Module 8: Conclusion

• Create a personal action plan to apply course techniques
• Reflect on changes in self-awareness and communication style
• Commit to behavior shifts that reduce conflict long-term