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Managing Difficult People & Situations

Most managers find themselves needing to deal with difficult situations from time to time, yet many feel unconfident or ill-equipped to do this effectively. As many difficult situations involve other people, it can be easy for managers to see the other person as being ‘the difficulty’ rather than acknowledging the situation as being difficult. This one-day workshop helps managers to understand the role they play within these situations and gives practical approaches to resolving difficulties for the benefit of all involved.

This is a classroom course.
Please get in touch to explore pricing options, or simply find out more.

What you will learn

What constitutes a ‘difficult situation’ and the common contributory factors
The role of perspectives and self-perception
How personal styles can lead to differences and difficulties
Explore your own communication preference and the impact of different preferences
The five recognised conflict modes and how to adapt your own style within difficult situations
Personal reflection on current difficult situations and actions to work through these

Modules in more detail

Difficult situations – explore and assess what is impacting on difficult situations
Personal styles – understanding the impact of different personal styles in difficult situations
The role of perspectives – developing empathy to understand why people behave in a ‘difficult way’
Personal style differences – an understanding of how styles differ and how this can lead to perceptions of ‘difficulty’
Personal communication preferences – assertive, aggressive, and passive. How to consider the impact of these styles to communicate more effectively
Self-analysis– understanding your own approach to conflict and how to manage conflict efficiently and effectively