In business, difficult interactions are inevitable - but the ability to handle them with confidence and skill can make a great difference to the end result.  Through the Managing Difficult Interactions Knowledge Course, a PowerPoint-based, self-paced learning program, recognize why difficult interactions occur, how to handle them, and preventative measures to diffuse them.  Learn the “rules” of emotion management, and how to address typical responses to difficult situations. 

The Managing Difficult Interactions Case Study allows you to test what you have learned in the knowledge course in a virtual business situation. You will analyze a scenario, determine the interaction management skill strengths and weaknesses displayed by the individuals, and determine strategies for the most effective solution.