Dealing with difficult situations
Professional Development
Overview
Managers are frequently faced with difficult situations, yet a lack of knowledge and confidence required to tackle them means they are often left to fester and escalate. This course will look at what situations are difficult, then how to discover and address the true cause in order to bring them to a successful resolution.
Suitable For
This course is designed for new or prospective managers looking for the opportunity for guided reflection and improvement.
2 CPD hours
2 hours
Jersey
Learning Outcomes
Having attended this course, delegates will:
- Understand how their own behaviour influences others, enabling them to demonstrate effective communication skills to get the best out of themselves, the team and the client
- Have the tools to effectively prepare for and carry out difficult conversations
- Be able to look for win-win solutions as a resolution to acrimonious situations
Course Content
- Introduction
- What are your difficult situations?
- Are difficult situations an opportunity or a threat?
- Dealing with difficult staff issues
- The importance of performance management
- Why and how people become difficult
- Types of difficult people
- Helping someone to change
- Attitude & behaviour
- Top tips
- A number of tips for dealing with difficult people to create win-win situations