CDEV038 Dealing with Difficult Situations

 
 
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Course Description

Does it seem that you are dealing with difficult people more often or that people have become more difficult to deal with? We all need better toolkits. Learn to be responsive instead of reactive and support difficult people in moving towards solutions using the 8 “D” formula: Diffuse, Discuss, Divert, Deal, Direct, Distract, Disarm, and Disengage.

 

Learner Outcomes

Understand and be able to apply the top 10 strategies for the 8 “D” formula for dealing with difficult people:

  • Manage the first 8 words in any interaction
  • Break the old habit of apologizing
  • Personalize interactions to demonstrate empathy
  • Be willing to explain “why”
  • Set positive boundaries
  • Ask instead of tell
  • Offer options, choices, and alternatives
  • Be aware of trigger words and phrases
  • Manage non-verbal communication
  • Develop a positive vocabulary

Applies Towards the Following Certificates

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Section Title
Dealing with Difficult Situations
Section Schedule
Oct 16, 2023 to Nov 12, 2023
Type
Online
Dates
Oct 16, 2023 to Nov 12, 2023
Type
Online
Days
Th
Time
6:00PM to 8:00PM
Dates
Oct 19, 2023 to Nov 09, 2023
Schedule and Location Requirements
View Details
Contact Hours
8.0
Delivery Options
Blended Online  
Course Fee(s)
Tuition non-credit $795.00
Instructors/Guest Speakers
Section Notes
Course Drop or Withdrawal
A course drop or withdrawal can be requested by students through the Student Portal. Deadline dates for each noted below:
   Drop Deadline: Oct 18, 2023
   Withdrawal Deadline: Oct 30, 2023
 
Course Transfer
Students wishing to transfer sections or courses should contact PCS directly for support.

All drops, withdrawals and transfers are subject to the applicable Refund Policy.
Section Title
Dealing with Difficult Situations
Section Schedule
Feb 19, 2024 to Mar 17, 2024
Type
Online
Dates
Feb 19, 2024 to Mar 17, 2024
Type
Online
Days
Th
Time
4:30PM to 6:30PM
Dates
Feb 22, 2024 to Mar 14, 2024
Schedule and Location Requirements
View Details
Contact Hours
8.0
Delivery Options
Blended Online  
Course Fee(s)
Tuition non-credit $795.00
Instructors/Guest Speakers
Section Notes
Course Drop or Withdrawal
A course drop or withdrawal can be requested by students through the Student Portal. Deadline dates for each noted below:
   Drop Deadline: Feb 21, 2024
   Withdrawal Deadline: Mar 4, 2024
 
Course Transfer
Students wishing to transfer sections or courses should contact PCS directly for support.

All drops, withdrawals and transfers are subject to the applicable Refund Policy.
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