Managing Difficult Situations Training Course

Managing Difficult Situations Training Course
managing difficult situations in the workplace

ONE DAY WORKSHOP

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. The 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

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