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Dealing with Difficult Situations

Introduction:

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.

Aim:

To enable participants to deal effectively with difficult situations

Method:

Experential learning

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

Contents:

  • 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

Outcomes:

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.

Booking:

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

Enquire about the Dealing with difficult situations course 


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