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.
Online Classroom
This course will be delivered through Online Classroom Live.
Dealing with difficult situations
Time: 09:30 - 11:30
Cost: GBP 130
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
Ian Lucas
Head of Personal Development at BPP International Finance
Ian joined BPP in 2007 after working as National Training Manager for a major UK retailer. During that time he worked on organisation-wide training plans including Management Development programmes, Induction programmes and structured training programmes for all staff. Prior to that he worked as an NVQ Assessor for a vocational training provider for several years where he was able to develop and coach managers to help them reach their company goals, as well as NVQ targets.
Ian’s main responsibilities are the day-to-day running of the Personal development courses at BPP in Jersey, including marketing, client meetings, course design and evaluation.
Ian is enthusiastic about bringing the subjects he’s teaching to life and uses lots of examples and anecdotes from his own extensive experience in ‘the real world’, to help students understand the key theories and concepts covered by the subject.
Ian teaches exam and non-exam courses specialising in Management Theory and in-house Management Development and Personal Development programmes
Who is this seminar for
This course is designed for new or prospective managers looking for the opportunity for guided reflection and improvement.
Online Classroom Live
This seminar is being delivered through Online Classroom Live. Our premium online study mode comprises a virtual classroom with interactive features to replicate a real-life classroom.