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Dealing With Difficult People

Chapter 1

Dealing With Difficult People

Goal: to learn how people react in different situations and methods for dealing with those reactions



Table of Contents

  1. What is a "Difficult" Person?
  2. Why Do They Behave This Way?
  3. It's All in How You See It
  4. What About You?
  5. Difficult Situations
  6. C.L.A.S.S.
  7. Real Life


Learning Objectives

At the end of this class, you will be able to:

  • Describe some ways that “difficult people act in difficult situations
  • Describe how someone’s response may affect how the difficult person may react
  • List basic steps in the C.L.A.S.S. method for dealing with difficult situations



NOTE: This course may reflect state-specific regulations. No information in this course supersedes any state regulations you need to follow. You must consult your state’s regulations when developing policies and procedures. Regulations for all states are accessible on the National Database of Child Care Licensing Regulations. Click on the link provided to view regulations in your state.