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Whatever your job, it’s likely that you face difficult situations from time to time. This 1 days course will help you to understand the mechanisms at play when you're in a difficult situation, and to learn and practise behaviours that will navigate you through the tough times – and help you to avoid them in the first place.

Course Outline


  • Welcome
  • Aim and agenda
  • Setting the context
  • Learning outcomes and personal objectives

The Nature of Difficult Situations

  • What is a difficult situation?
  • Downloading your difficult situations
  • Above/below the line model (OAR/BED)
  • Applying the model to your work situations

Emotional Intelligence

  • Defining emotional intelligence
  • Benefits of emotional intelligence
  • Five dimensions of emotional intelligence
  • The Iceberg Model

Assertiveness Skills

  • What is assertiveness?
  • Spectrum of behaviour: I’m OK, You’re OK Model
  • Benefits of assertiveness
  • Putting assertiveness into practice

Dealing with and Resolving Conflict

  • What is conflict?
  • Thomas-Kilman Conflict Response Styles
  • Putting conflict resolution into practice

Close and Next Steps

  • Recap key points and take-aways
  • Update Personal Improvement Plan and commit to action


Name Date Time Location Available Spaces Cost
Difficult Situations at Work 28 February 2018 08:45 am - 04:45 pm Sydney 13 $700
Difficult Situations at Work 14 May 2018 08:45 am - 04:45 pm Sydney 14 $650