Free, right now
The first four chapters online, with a knowledge check after each chapter. Plus a PDF with a worksheet and cheat sheet.
You can read the lessons straight away. For the PDF, you leave your details.
Start with lesson 1Prefer to have a trainer there with you?
The two-day Dealing with Difficult People course. You practise with your own difficult situations and a trainer tells you what your reaction triggers in the other person.
€1250,- excl. VAT
View the Dealing with Difficult People course All Dealing with Behaviour courses →There is always someone who drains your energy. The colleague who shoots down every proposal, the client who threatens to escalate, the team member who says yes and does nothing. You walk out of a conversation like that and are still turning it over hours later. That feeling is the starting point of this course, because difficult is not a characteristic of the other person: it arises between two people. And that means you have more influence than you think.
This free online course is the starter for our full Dealing with difficult people. In four chapters you learn to separate behaviour from the person, discover with Ofman's core quadrant why it is precisely this colleague who gets to you, recognise the five patterns that recur in every job (the attacker, the complainer, the silent type, the know-it-all and the yes-man) and get the phrases with which to respond to them. Each chapter ends with a short knowledge check, so you can tell whether it sticks.
The full course goes on to cover the communication model, the Johari window and feedback, the relational need behind a message, Leary's Rose, assertive behaviour, resistance, conflict management, RET and a personal action plan. Would you like to practise that material with a trainer present, and with your own situations as the material? Then take a look at the Dealing with Difficult People course.
0.-
IntroductionHow this free course is structured and what you learn in the four chapters.
1.-
A closer look at difficult behaviourWhy difficult is a judgement about an interaction, the difference between fact and interpretation, and your own part in the pattern.
2.-
Ofman's core quadrantCore quality, pitfall, challenge and allergy, and why your allergy pushes you straight into your own pitfall.
3.-
Five classic difficult typesThe attacker, the complainer, the silent type, the know-it-all and the yes-man: their signals, their motives and the reflex they trigger in you.
4.-
Conversation techniques for difficult behaviourListening, summarising and asking follow-up questions, addressing behaviour using NIVEA, setting a boundary in four steps and responding to criticism.
5.-
The communication modelSending and receiving, the three channels of a message, the laws of communication and the formula E is Q times A.
6.-
From observation to interpretationHow your frame of reference colours the meaning you give to behaviour, and how to test an interpretation before you react to it.
7.-
The Johari windowThe four areas of the window, giving feedback in four steps and receiving feedback without becoming defensive.
8.-
Content and relational needEvery message has two layers. You recognise the relational need behind the words and learn to switch between the two levels.
9.-
Leary's RoseTwo axes and eight positions of social behaviour, how behaviour provokes behaviour and how to consciously choose a different position.
10.-
Assertiveness at workSub-assertive, aggressive and assertive behaviour, assertive phrasing and practising with your own work situations.
11.-
Dealing with resistanceThe signals of resistance, what lies beneath it, how to turn resistance around and how to stay in control when tension rises.
12.-
Conflict managementThe escalation ladder, five conflict styles, the step from position to interest and the negotiator's skills.
13.-
RET and the ABC modelIt is not the event but your thoughts about it that determine your reaction. You challenge limiting thoughts and practise RET first aid.
14.-
The personal action planMapping your strengths, choosing two points to work on and making the step from intention to behaviour you can sustain.
That is the difference with a pdf: there is someone standing in front of the class who answers your questions and thinks along with your own situation.
I found the 'Interview Techniques' course to be good. Nothing to fault. It was also good that Job called beforehand for a short preliminary discussion. You don't see that very often. A very worthwhile course. It also had a strong element of repetition. Plenty of variety, including between theory and practice. Learned a lot, and applied it straight away during the course. And I think these learnings will also help me further when conducting interviews.
Tjeerd J
We took the Outlook, Teams and OneNote course with Roy Nieuwenhuijzen. Good content, and a few days before the course he got in touch with me (coordinator of the course, head of the secretariat). Pleasant that you can fill in the day itself as needed. The booklet for reference is rather dated, but apparently there is little up-to-date material to be found.
Inge Brouwers
In May 2024 I took the WordPress course. As an IT enthusiast with broad but not necessarily deep knowledge, I wanted to know more about WordPress. How do you install everything and how do you start building a website. This course is extremely well suited to that. From the outset you learn in 3 days how to start a website and what to look out for. I now have a solid basis for getting to work with WordPress and I know my way around the various options. The course is recommended for anyone who wants to learn in three days what WordPress can do and how to apply it.
Igno Freriksen
Your own motivation and commitment are essential if you want to master something new. You can get a long way with self-study. Learnit wants to contribute to this by offering valuable content such as free webinars and courses. This way you can get acquainted with new fields of learning. Once you have made a start, you may discover that there are also many advantages to taking a course at Learnit under the guidance of an experienced trainer.
In short, you achieve much more in less time.
The free courses are suitable for home study, as you can download them online as a PDF. The range of free courses consists of IT and Communication & Management courses. Would you like to learn more about these subjects, or is the subject you want to learn about not included? Then take a look at our courses.
In this course you learn how to turn complaints into valuable feedback. You practise difficult conversations, listening techniques and drawing up a workable complaints policy.
In this course you learn to recognise problem behaviour and deal with it in a professional, respectful and decisive way.
In this Conflict Management course you learn to recognise and understand the background to conflicts. You practise conversation techniques for de-escalation, learn to deal with resistance and emotions, and discover your own role and style. In this way you give a positive turn to difficult situations.
In this course on customer-focused working and customer satisfaction, you learn how to truly understand customers, translate their needs into suitable solutions and maintain pleasant contact even in difficult situations.
Learnit offers more than 300 IT and Communication & Management training courses. The courses are given as one-day or multi-day courses, and almost all of them can also be given as a workshop. In addition, Learnit offers courses as e-learning and as a combination of e-learning and classroom lessons.
Learnit has many locations throughout the country, so there is a good chance that a course is also given near you! A course can also be given in-company, in which case it takes place at your own company or organisation.
Courses and training
