Dealing with difficult situations

Difficult situations regularly arise from communication issues; dealing with the unexpected or differences.

This highly interactive course uses discussion groups and activities to develop your understanding of the challenges involved so you can handle them with confidence.

The course also looks at miscommunication meaning you end the course knowing how to articulate your views and points effectively.

What will you learn?

• Avoid being on the back foot
• Acknowledge there is variety in terms of personality in the workplace and determine how to alter your approach to suit
• Be clear on what is bad behaviour and how to look out for what triggers it
• Know how to communicate clearly
• Difference between listening and hearing
• How to ensure communication issued is correctly received and understood
• Dealing with personal agendas that are driven by company culture, personal desire or a mix of both
• Handling change and why people are resistant
• Dealing with expectations – declared, hidden and realistic
• Considered 5 basic methods for managing difficult situations
• Coping strategies including resilience and managing stress

Who is it for?

Anyone who works with people and may have to deal with difficult or complex conversations or situations. Those whose role is exclusively or substantially client facing will benefit as will HR professionals who case manage employee relation situations.

Cost and duration

This course lasts for one day and is delivered at the Aberdeen & Grampian Chamber of Commerce Training Hub by our approved expert trainers.

These sessions are also perfect for groups of staff that require the same training and can also be organised at your offices, an external location of your choosing.