I can honestly say that employee's don't make it to the DOF level without being able to handle difficult interactions!  I just completed this course and it lays out a comprehensive plan for dealing with difficult people and conflicts, not only employee to employee but also for customer employee relations.  So many people do not understand Financial Aid and it's up to the FA Dept to diffuse the anger and confusion and replace it with understanding and acceptance.  This course  helps FA professionals deal with those angry students and/or parents so everyone leaves with at least a sense of understanding even if they don't agree with the regulations.  Good job on the course materials!  very helpful!