About This Training Course

This Difficult Situations at Work Training Course examines the nature of difficult situations. Participants will examine how they and others look at and react to difficult situations at work. This Difficult Situations at Work Training Course provides techniques to create positive outcomes in difficult or challenging situations. You will examine how you can handle yourself, the other person and the issue at hand to seek resolution and agreement.

Subjects Covered

This Difficult Situations at Work Training Course covers the following subjects:

INTRODUCTION
• Setting the context
• Who’s at the helm?
• Your personal objectives
• Learning outcomes

THE NATURE OF DIFFICULT SITUATIONS
• What is a difficult situation?
• Downloading your difficult situations

HOW WE REACT TO DIFFICULT SITUATIONS
• The impact of reactions
• Identifying automatic reactions
• Intention versus impact

UNDERSTANDING YOURSELF AND OTHERS
• Recognising similarities and differences
• Difficult people or difficult situations?
• Changing perspectives

MAKING CONNECTIONS
• Consultative communication
• Learning to listen

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 BEHAVIOUR
• Challenging behaviours

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

Training Course Outcomes

By the end of this Difficult Situations at Work Training Course participants will be able to:

• Identify the elements of a difficult situation;
• Analyse what works and doesn’t work when dealing with difficult situations;
• Describe their reactions to difficult situations and how they shape outcomes;
• Use listening, paraphrasing, and questioning to ensure they understand the other person’s perspective;
• Apply assertive techniques to respond to difficult workplace situations;
• Apply techniques to effectively process criticism;
• Define conflict and identify their style in conflict situations and;
• Apply a process for resolving workplace conflicts.

Prerequisites

There are no prerequisites for this Difficult Situations at Work Training Course.

Other Information

If you need more information contact Startnextweek.com.au on 1300 728 102