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CCOG for MSD 151 Fall 2023

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Course Number:
MSD 151
Course Title:
Working with Difficult People
Credit Hours:
Lecture Hours:
Lecture/Lab Hours:
Lab Hours:

Course Description

Examines various concepts in understanding and successfully managing difficult behavior in a diverse workplace environment. Explores strengths and weaknesses of various behavioral/conflict styles and self-assessment instruments measuring individual approaches to relationships and conflicts. Includes specific techniques in dealing with difficult encounters to enhance workplace relationships. Audit available.

Addendum to Course Description

Examines ideas for understanding and dealing successfully with difficult behavior. Explores strengths and weaknesses of various behavioral/conflict styles. Self assessment instruments measure individual approaches to relationships and conflicts. Specific techniques for dealing with difficult encounters and enhancing relationships are discussed along interactive applications.

Intended Outcomes for the course

Upon successful completion students should be able to:
1. Apply an understanding of social, cultural and conflict styles to assess potentially difficult situations in work relationships and disputes. 
2. Implement strategies for effectively managing various difficult behaviors encountered in a diverse workplace environment. 

Outcome Assessment Strategies

  • Various individual and/or group skill-building activities such as case studies, or other exercises geared toward critical analysis of course concepts.

  • Written assignments or oral reports designed to integrate course material into personal experience or experiences of others.
  • Exams comprised of essay and/or objective questions, or complete an individual and/or team project or paper, which requires integration, application, and critical examination of course concepts, issues, and themes.

Course Content (Themes, Concepts, Issues and Skills)

Steps to prevent difficult encounters
Assessment of conflict styles
Recognize how conflict styles mix with personal styles
Maintaining inner control
Building understanding
Applying coping options
Recovering from tough encounters
Active listening
Language that deescalates
Creating strategies and plans
General concepts
Human dynamics
Preventing difficult encounters
Conflict styles
Personal assessment
Psychological forces
Difficult behavior
Defense mechanisms
Maintaining inner control
Building understanding
Coping options
Nonverbal congruence
Active listening
Building rapport
Choice of language
Personal, social, and conflict styles influence effectiveness
Strategies can be developed for dealing with difficult behavior
Dealing with difficult people requires preparation
Diffusing defensiveness to build rapport