Supervision and Management Fundamentals Certificate

To earn Kent State’s Supervision and Management Fundamentals Certificate, complete the four required core programs below, plus any two of the electives listed below:

Dealing with Difficult Behaviors

Enroll Now

This program qualifies as one of the electives to earn either the Fundamentals or Advanced Supervision and Management Certificate.

One of the greatest causes of workplace stress is dealing with “problem” people:  customers, co-workers, employees, or managers.  Most people’s reaction is to “fight fire with fire,” escalating an already tense situation.  Using self-assessments, strategy planning exercises, and skill-building activities, participants will learn to:

  • Assess and control reactions to difficult behaviors
  • Determine which behaviors to address, which to ignore
  • Effectively confront inappropriate behaviors
  • Redirect explosive conversations to a more productive, solution-focused interaction
  • Respond neutrally to emotionally charged messages

We can tailor this program and deliver it on-site for your employees and leaders.

Discuss Your Objectives


Deborah Easton Deborah Easton

Kent State facilitator Deborah Easton has been a communications coach for 30 years, and provides audiences with practical and effective advice for communicating with colleagues, customers and direct reports. 

Read Biography

"Amazing passion for the content, fantastic energy level!"

Dan Weiss, Talent Acquisition Specialist, American Greetings