Dealing with Difficult Situations.

PPi Learning Services

Short course

In London

£ 840 + VAT

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Description

  • Type

    Short course

  • Location

    London

This course gives new and existing managers tools and techniques to deal confidently with challenging situations in the workplace.

Facilities

Location

Start date

London
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3-5 Crutched Friars, EC3N 2HR

Start date

On request

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Course programme

Course contentWhat's the Problem?
  • Understanding why people are difficult; the triggers of problem behaviour; what do they do/not do? when to act or do nothing
Difficult Behaviour
  • What is it? types of behaviour; range of problems; identifying where the problem lies; taking action; dealing with facts not opinion, and behaviour not personality
People at Work
  • Individual differences; focus of control; signs of trouble
Motivation
  • Motivating difficult staff; why motivations change; dynamics of motivation; meeting the needs of the individual; the value of job enrichment; improving morale and job satisfaction
Communicating Confidently
  • Impact; skills of questioning and listening; the barriers to effective communication; giving constructive feedback
Assertiveness
  • Developing a positive and straightforward style; stating your case; asking for a change in behaviour; how is your style having an impact
Problem Solving Approach
  • Understanding the conflict cycle; handling angry people with empathy; facing the issues; a joint solution
Constructive Feedback
  • Preparing for the discussion; generating a positive consequence following non-performance; challenging without damaging relationships; controlling anger; where the appraisal disciplinary and capability procedures fit in
Achieving and Maintaining Standards
  • Handling the performance range; factors affecting performance; the advantages of continuous assessment and feedback; maintaining dignity and respect
Action Plan
  • Participants discuss and plan what they will do on return to work

See related categories

Dealing with Difficult Situations.

£ 840 + VAT

The best Leadership courses

See all

See all