Managing Difficult Situations Training Course

managing difficult situations in the workplace1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.

Course Overview:
The ability to manage difficult situations in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. When difficult situations are left unattended, the repercussions can be very costly. This course covers the difficult situations that delegates face in their workplace and examines how they can be managed to achieve effective outcomes. The course is highly participative drawing from the views of the delegates, who will leave the course with a plan to implement in the workplace.

Programme Contents

What Constitutes a Difficult Situation?
Relationships at Work
- Understanding Differing Personalities
- Expectations and Work Ethics
Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
- Changing Behaviour
Communicating with Difficult People
- Giving and Receiving Criticism
- Making and Refusing Requests
- Responding with Confidence and Composure
- Addressing Hostility and Aggression
The Chameleon Technique
- Using Your Body Language
- Words to De-escalate and Win
- Timing the Communication
A Checklist for Solving People Problems
Case Studies
Delegate Action Plans