Module 5: Personality and Psychological Defences
Areas of Expertise.

Understanding (Difficult) People

People are really complex.

When you spend time with people, you soon realise that everyone is different, that’s more than 7 billion different people on the planet today.  People are really complex, you might even call them difficult people.

You don’t need to be able to identify 7 billion different ‘categories’. Instead, you can identify patterns that will help predict the responses of different people to different situations.  You will be able to use these predictions to better understand and explain the behaviours of people around you.

People are Complex

Some people can be quite difficult.

No doubt you know that not everyone is going to be easy.  About 15% of everyone on the planet could be regarded as being ‘difficult’.  The behaviours that describe difficult people might involve things like emotional instability, unpredictable anger,  depression or anger following trivial disappointments, and  passive aggressive behaviour. 

Understanding how to interpret difficult people will help you predict their responses and how to respond to behaviour.  It might be enough to know that you can settle these difficulties, which is an important task, but your involvement also helps the person grow beyond their challenges.

We can help you understand people better.
You don't need a degree, simple observations, empathy and reflection are enough.

Learning to develop empathic listening skills takes a little practice, but it uses skills you already have.

You just need to use them differently and we can teach you how.

The key to working with difficult people is to understand them.

When you spend a lot of time with difficult people, you soon realise that they feel misunderstood, that someone has not listened to them or heard them when they expressed themselves. It follows that taking the time to understand someone in this situation is a core principle of helping them feel more settled. From here, solutions can develop.

This is a process that involves an understanding of empathy and knowing how to to observe for someone else’s feelings, even when they aren’t telling you.  This includes being able to interpret words, but also the non-verbal communication that accounts for most of the things we ‘say’ to each other.

Remember, empathy and understanding are the keys to connecting with someone who is difficult.

An empathy session

Understand, and then change your approach.

When faced with a difficult person, everyone can get frustrated. It’s easy to ‘blame’ them or make a disparaging remarks under your breath.  I’ve learnt that while this is understandable, you can’t know what the other person is experiencing. You won’t know what challenges they are facing at that moment, what has happened to them in the past and you won’t what situations add to their turmoil.

What matters though, is using empathic understanding to improve the connection.  This connection ‘heals] the person in that moment, much like applying a band aid.  You may find out what was really wrong, or maybe you won’t.  It doesn’t really matter – what does matter is that the person’s response will return to become calmer.  This is something you can use to help them, and create an even keel in a difficult situation.

Formats we offer help in.

People who do our programs benefit.  

Within 12 months of completing the course, 50% of our graduates have already been promoted to higher level positions with all the related benefits.



We offer online programs.  The content and videos provide the information you need, and a series of quiz questions help challenge your thoughts to provide insight and understanding that lead to real-life application.


Individual Coaching

We particularly like to work with individuals through coaching. You have an opportunity to reflect and explore challenges with the help of an expert who helps you apply what you are learning to your life.



Corporations realise that a workforce with EQ creates real value.  Leaders service their staff, staff look after each other, and the client relationships improve. Leadership coaching takes your leaders to the next level.

Trusted By Clients Worldwide

Client Testimonials.

“Highly recommend his program.”

5 Star Rating

“Neil is knowledgeable, non-judgmental, and friendly. I can highly recommend his program. The step-by-step exercises which I applied to my everyday life were really useful. All in all, it was interesting, practical, and thorough. Thanks!”

Hannah Stenstrom
Hannah Stenstrom

“Absolutely recommended.”

5 Star Rating

“Neil is incredibly knowledgeable in the areas of human behaviour, conflict management, communication, and life skills that support healthy functional relationships for individuals, teams, and business alike. I can highly recommend Neil’s program. It is informative, easy to follow and will add enormous value to all who engage with it. Absolutely recommended.”

Tiffany Joy Baxter
Tiffany Joy Baxter

“Saved over a hundred thousand dollars.”

5 Star Rating

“Our company saved over a hundred thousand dollars by avoiding the negative consequences of tumultuous relationships and conflict. Dr Schultz’s experience and expertise has had a hugely positive influence on our team. Even better, the individuals he worked with are enjoying a greater sense of well being and are more productive. Dr Schultz tailored the course to the needs of individuals and the organisation. The addition of an online format made it even more accessible. Thoroughly recommended!”

Karen Merrick
Karen Merrick
Head of Strategy and Planning

“Truly recommend this book.”

5 Star Rating

“I’m a young football coach currently residing over in the UK working at an academy. was recommended the book Hyperconnected. It’s helped me deal with conflicts at work and reduced stress. It’s also helped me deal with other people better at work and players and coaches as well. This book helps me understand people better and helps me get the best out of my players. I truly recommend this book as I believe it will help people get the best out of themselves and the people around them.”

Liam, Assistant Professional Football Coach | Hyperconnected Book Testimonial
Liam, Professional Football Coach
Book Review For Hypeconnected

“Helped me deal with stress...”

5 Star Rating

“Dr. Neil’s book Hyperconnected was recommended to me by a colleague. It’s helped me to be more confident dealing with stress, difficult people, and dealing with difficult situations. Which is something I deal with pretty often in my professional life but I think that anybody can relate to and get from this book something that will be applicable to every facet of your life.”

John, Solicitor | Hyperconnected Book Testimonial
John, Solicitor
Book Review For Hypeconnected

“Transferrable leadership skills.”

5 Star Rating

“A very accessible read on leadership skills which are transferrable to all parts of one’s personal and professional life. Although it is written from foundations on psychology, the language and clear definitions make this a great book to share with leaders from all levels and areas of life.”

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Amazon Book Review

“I see people differently now.”

5 Star Rating

“I read the book, had a discovery session and then went on to the coaching program. The whole package was amazing. I see people differently now – it is far easier to understand people, their complaints and problems. I can then piece that together with my own expectations and create solutions that work for everyone. It would be hard to expect better.”

Alistair Roberts
Alistair Roberts
Product Manager
Hyperconnected eBook by Dr. Neil Schultz
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