Dealing with Difficult People


Each individual may have different people difficult to deal with whether this is when dealing with people who show resistance to change, are argumentative/ passive, or just behave differently from you. Skills and approaches to develop an understanding of the psychology of behaviour can enhance your ability to respond more effectively to these behaviours.

This course will introduce you to well-researched techniques from behavioural psychology and support you to put them into practice.

We will focus on separating the behaviour from the person. You will gain insights from behavioural psychology and develop your understanding of the causes and triggers of resistant and adverse behaviours. We will support you to reflect on your own behaviours and experiences and to practise the most effective and useful responses to behaviour management.

Duration, attendance and delivery

The course usually lasts approximately 10 weeks. 

The delivery of this module is through our online+ model for distance learning consisting of online learning, self-study, reflection, discussion and sharing learning with and from others, application of learning to your organisational context and the completion of assessment tasks. There is also the opportunity for students who value face-to-face workshops to attend optional themed workshops.


At the end of the course you will undertake an assessment. This is an applied work based assessment rather than a theory based essay. This means that typically you will be required to apply what you have learnt to your context at work, evaluating concepts for their applicability and usefulness.

The assessment format may be a reflective account, a project report, a presentation or portfolio of evidence; all being the equivalent of 2000 words in length.

Entry requirements

You will need to be in a work role (paid or unpaid) which allows you the scope to put the concepts learned into practice. There are no formal qualification requirements for entry; we assess suitability on each individual application.

Start dates

  • February
  • May

N.B. CETAD reserve the right to cancel or move the course to a later date if the number of students registered for the advertised course is not sufficient.