Home · Course Details

Difficult situations are inevitable. This course will help you to understand the mechanisms at play when you're in a difficult situation. You’ll learn and practise behaviours that will navigate you through the tough times and help you avoid them in the first place. The program explores a number of techniques that allow you to take the initiative to change a difficult situation.

  • 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

  • Introduction
  • 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”

Resolving Conflict

  • What is conflict?
  • Conflict response styles
  • Resolving conflict
  • Addressing unresolved issues

Dealing with Difficult Behaviours

  • Challenging behaviours
  • Review activity: Create your own adventure

Action Plan

  • Planning to apply the knowledge and skills back at work
  • References and further reading

Name Date Time Location Cost (inc GST)
Conflict Management 4 December 2019 09:00 am - 04:45 pm Sydney $743.00
Conflict Management 17 December 2019 09:00 am - 04:45 pm Melbourne $743.00
Conflict Management 2 April 2020 09:00 am - 04:45 pm Sydney $770.00

Not quite the content you’re looking for?

Need a course you can’t find content for on our website? We have quite possibly the largest catalogue of course content in Australia! Let us know what you’re looking for and we will customise something for you.