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Handling Difficult Situations / People

Who Would Benefit
This training course is ideal for delegates who struggle with difficult situations or difficult people in the team. The delegate who wants to effectively deal with situations that arise when a person with sensitive or emotional issues, grievances or complaints have to be dealt with in a professional, polite and effective manner.

Course Description
On this training course, delegates will learn how to assert themselves with the most difficult situations and to act effectively even when they are unable to offer any significant help or compensation at the time. They will also learn to deal with conflict and resist manipulation.

CPD Points: 6
Training Course Category: Management & Leadership
Training Course Duration:1 day
Training Course Location: Virtual, online or classroom-based

Learning Outcomes
Define assertive versus aggressive behaviour
Understand people behaviour and emotional drivers
Prioritise and manage expectations
Maintain personal control during difficult conversations
Display clear & effective communication skills
The Programme Includes:
Why are people difficult?
What situations do you currently encounter?
Understanding different personality types
Different personality styles
Adapting personal styles
Dealing with conflict & difficult situations
Active listening
Assertiveness
Saying ‘No’ politely & effectively
Defining assertive vs aggressive behaviour
Resisting and counteracting manipulation
Essential communication skills
How you communicate, not what you communicate
Difficult Situations Workshop
Influencing skills to pacify angry or emotional people
Gaining agreement and confirming understanding

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