Dealing with Difficult Situations


Duration: 1 day


Course Aims

This course aims to provide participants with strategies and skills for dealing with difficult situations which may arise in the workplace. Through gaining an understanding of why and how difficult situations occur, participants will be better equipped to make choices in their responses and achieve more positive outcomes.


Programme Outline

What are difficult situations and how do they arise?

Emotional reactions to situations

What do upset people want?

Rational responses to emotional problems

Non-verbal messages

Communicating assertively in difficult situations

Resolving conflict successfully


Course Objectives

By the end of the course, participants will be able to:

  • identify why and how difficult situations arise

  • understand their own and others' reactions to conflict
  • develop communication skills for dealing with difficult and emotional situations
  • learn strategies for achieving positive outcomes

Management Skills Training

Interpersonal Skills Training

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