ov-dealing with difficult situations

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

Introductions
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

Review

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