Course Content
Dealing with Difficult People
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Download Workbook
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Introduction
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Difficult but not bad
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Model of communication
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5 Steps to effectiveness
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Introducing the difficult people
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Where are you?
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The Dictator
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Passive Agressive
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Know it all
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Easily offended
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Show off
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Whingers
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Pessimists
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Yes people
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Other difficult behaviour
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Maintianing Control
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After the event
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Emotion disolver
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Closing
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Quick Reference
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