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 session 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.

11 Oct 2019
2 CPD hours
2 hours
Jersey

Dealing with difficult situations

Date: 11 Oct 2019
Time: 09:30 - 11:30

Cost: GBP 99

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.




SESSION 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