- Duration: 1 day
- Pre-requisites: There are no pre-requisites for this course
- Identify the elements of a difficult situation
- Analyse what works and doesn’t work when dealing with difficult situations
- Describe your reactions to difficult situations and how they shape outcomes
- Use listening, paraphrasing and questioning to ensure you understand the other person’s perspective
- Apply assertive techniques to respond to difficult workplace situations
- Define conflict and identify your style in conflict situation
- Apply a process for resolving workplace conflict
Setting the Context
- Learning outcomes
- Participant objectives
The Nature of Difficult Situations
- What is a difficult situation?
- Downloading your difficult situations
How we react to different situations
- The impact of reactions
- Identifying automatic reactions
- Intention versus impact
Understanding Self and Others
- Recognising similarities and differences
- Difficult people or difficult situations?
- Changing perspectives
- Review activity: Script Writers
Making Connections Consultative communication
- Learning to listen
- Review activity: Making Connections
Responding Assertively to Difficult Situations
- What is assertive behaviour?
- Building your assertiveness
Responding to Criticism
- How we respond to criticism
- Becoming “Un-Insultable”
- What is conflict?
- Conflict response styles
- Resolving conflict
- Addressing unresolved issues
Dealing with Difficult Behaviours
- Challenging behaviours
- Review activity: Create your own adventure
- Planning to apply the knowledge and skills back at work
- References and further reading
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