CDEV038 Dealing with Difficult Situations


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:

  1. Diffuse
  2. Discuss
  3. Divert
  4. Deal
  5. Direct
  6. Distract
  7. Disarm
  8. Disengage

Learner Outcomes

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

  1. Manage the first eight words in any interaction
  2. Break the old habit of apologizing
  3. Personalize interactions to demonstrate empathy
  4. Be willing to explain “why”
  5. Set positive boundaries
  6. Ask instead of tell
  7. Offer options, choices, and alternatives
  8. Be aware of trigger words and phrases
  9. Manage non-verbal communication
  10. Develop a positive vocabulary

Applies Towards the Following Certificates

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Section Title
Dealing with Difficult Situations
May 27, 2024 to Jun 23, 2024
Delivery Options
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: May 29, 2024
   Withdrawal Deadline: Jun 10, 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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