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Dealing with Difficult Situations


When people work together there can be conflict or disagreement. If you have worked hard at building good relationships you may be worried that the mishandling of a difficult situation may destroy everything in a nano-second. However, experience shows that avoidance will only do more harm. How do you deal with difficult situations? This course gives you the necessary skills and courage to tackle them in a constructive way to produce win/win solutions.


To enable participants to deal effectively with difficult situations


Experential learning

  • Simulated role plays, Discussions
  • Group Reviews. Individual feedback and disclosure
  • Theory sessions on concepts
  • Action planning for transfer to work


  • Classifying difficult situations. Which types do you presently avoid?
  • Your own personality. Self worth. Self confidence
  • Perception and Reality. Process questioning. Getting to the facts
  • Listening skills
  • The link between Beliefs, Values, Attitudes, Behaviour and Results
  • How to give constructive feedback
  • How to disclose in a structured way
  • How to receive feedback that is badly delivered
  • TA states. Parent Adult Child
  • Games People Play. Drama Triangles
  • The Peace formula
  • Using NLP. Re-framing mind sets. Matching and Pacing
  • The OK Corral: Assertive, Aggressive, Passive and Manipulative behaviours
  • Rogerian Counselling Techniques
  • Suspending judgement. Letting go
  • Handling Anger and Violence
  • Preparing the ground for the future. Setting up contracts of behaviour
  • Emotional Intelligence
  • 4 types of power. The use of Chi


By the end of the course delegates will

  • be aware of their own feelings and how to handle them
  • be able to deliver feedback in a constructive and structured way
  • know how to create conditions of trust and honesty
  • increase their inter-personal skills
  • increase their ability to facilitate awkward situations
  • not be intimidated by others
  • recognise when they are ‘part of the drama’ and take appropriate action
  • not be drawn into game playing or drama triangles
  • listen so deeply as to hear the words unsaid
  • be more empathic and quickly establish rapport
  • not avoid emotions but see them as a necessary release 

Target Audience:

Managers, team leaders, team members, customer facing staff

Course Duration:

1 day + 1 day follow up

Investment: £225 per delegate day.


Phone: 01286 660330
Fax: 01286 660921
E-mail: info @ teaminternational.co.uk

Enquire about the Dealing with difficult situations course 

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