Handling Difficult Situations

Overview

This course will show delegates how to deal effectively with the many problems associated with problematic relationships, personalities, behaviour and demanding business situations. Delegates will benefit from a more assertive and comprehensive approach.

Who should attend

Anyone who wishes to improve their personal effectiveness and who might have encountered difficulties dealing with others in the workplace.

Course objectives

By the end of this practical course, you will be able to:

> Deal effectively with the many issues associated with problematic relationships, personalities, behaviour and demanding business situations

> Better understand your own communication style

> Understand the need for preparation and structure and flexibility of approach when confronting difficult people and difficult situations

Course content

Spot Characteristics in Yourself and Others

> Defining difficult people: "what are we actually saying?"

> Defining difficult situations: "what do you mean?"

> Understanding yourself and how others perceive you

> Recognising different behaviour styles:

- the basic skills of assertiveness

- constructive methods of handling feelings

> How your behaviour impacts on your team and vice versa

Manage Pressure in the Workplace

> Adapting a proactive approach to others

> Learning to work to priorities

> Taking control through planning and time management

> Managing conflicting demands

> How to manage stress

Adopt a Flexible Way of Communicating

> Identifying your best communication channel to optimise your communication

> Analysing the emotional state of your listener and sticking to it

> Mastering body language techniques

Techniques to Improve your Personal Performance

> Identifying triggers and encouraging feedback

> Developing your own interpersonal toolkit

> Building relationship credit: the role of the psychological contract

> How to listen effectively to your team

Identify and Resolve the Danger Points within Relationships

> Addressing stress and tension in relationships

> Avoiding conflict and neutralising negativity

> Exploring the structure of both formal and informal approaches

> How to adopt a confident style and to be an example for your team

Training Method

During the course, delegates will participate in interactive sessions with discussions, exercises, case studies within the framework of real-life experience. By the end of the course, delegates will formulate an action plan (Who, What and When) to be immediately applied at work.