Managing Difficult Situations Training Course

managing difficult situations in the workplace

1 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. Please call 01608 644144 for details.

 

Only one or two people to train? Then click here to see our open course options, or consider our coaching service

 

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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