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Difficult People and How to Deal With Them
Introduction and Welcome
The course aims and objectives
Guidance for learning
Lecture 1 – Who Are These Difficult People? (2:39)
Lecture 2 – What Makes People 'Difficult'? (2:38)
Lecture 3 – Types of Difficult Behaviour (7:54)
Class Assignment 1 – What makes us difficult?
Section 1 Quiz
Self Management Tactics
Lecture 4 – Four things to know about ourselves (4:01)
Lecture 5 – The Three Cs (3:37)
Lecture 6 – Five Guiding Principles (4:13)
Lecture 7 – Controlling Your Emotions (4:49)
Section 2 Quiz
Class Assignment 2 – How to Listen Well
Techniques and Strategies
Lecture 8 – Think 'How?' not 'What?' (4:10)
Lecture 9 – Use the ASSUME Strategy (4:40)
Lecture 10 – The SALVAGE Strategy (5:53)
Lecture 11 Conclusion - What Do Good Communicators Do? (3:15)
Final Quiz
Extra Resources and Reading List
Extra Resources – Blog Posts and Reading List
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Lecture 9 – Use the ASSUME Strategy
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