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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

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