Course/learning journey

Handling Difficult Situations

Understand other people‘s behaviour and how to respond appropriately
Learn strong communication skills to improve interactions
Forge more positive working relationships
Training options for individual learners, groups/teams & organisation-wide

Course Code: OV-HDP

half-day live session delivered virtually or in-person | 6-8 hrs on-demand learning | 30-minute coaching session (optional extra for teams)

This programme is available for individuals, groups and teams

It’s more than just a course.
This is a learning journey.

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On-demand digital learning playlist

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Half-day live session delivered virtually or in-person

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Supporting on-demand digital learning playlists | 30-minute follow up coaching session (optional extra for teams)

This course provides you with an extremely insightful and practical guide on how to manage yourself and the difficult people and situations that you encounter in your workplace. It will provide you with tips and techniques to enable you to develop the confidence to be proactive and not reactive when challenged by people and circumstances.
You will learn how to understand other people‘s behaviour and how to respond appropriately. You will gain practical guidance to apply to your own situations and you will leave the course with the skills and the confidence to apply the appropriate techniques to your day-to-day activities.

Suitable for anyone looking to develop their skills and confidence when dealing with difficult people and situations at work.

By the end of this course you will be able to:

Forge more positive working relationships with individuals you find difficult
Separate people from their behaviour and avoid making inaccurate assumptions
Recognise and respond to non-assertive behaviours and crossed transactions
Adopt a confident, professional and appropriate approach to difficult situations
Give constructive and courageous feedback to a ‘difficult‘ individual
Receive critical feedback gracefully
Use strong communication skills to improve interactions and create mutual understanding
Plan your personal strategy for dealing with difficult situations

Challenging your assumptions and focusing on observed behaviour
Breaking the Belief-Behaviour cycle
Identifying types of behaviour and their impact on self and others
Choosing an assertive response in a difficult situation
Using practical tools to build your assertiveness toolkit
Communicating effectively through active listening and asking great questions
Creating congruence of visual, verbal and vocal communication elements
Becoming aware of filters and how they can distort our experiences
Applying a simple model to incorporate the key elements of effective feedback
How to receive critical feedback with grace and purpose

Course overview

Is it right for me?

Suitable for anyone looking to develop their skills and confidence when dealing with difficult people and situations at work.

What will I learn?

By the end of this course you will be able to:

Forge more positive working relationships with individuals you find difficult
Separate people from their behaviour and avoid making inaccurate assumptions
Recognise and respond to non-assertive behaviours and crossed transactions
Adopt a confident, professional and appropriate approach to difficult situations
Give constructive and courageous feedback to a ‘difficult‘ individual
Receive critical feedback gracefully
Use strong communication skills to improve interactions and create mutual understanding
Plan your personal strategy for dealing with difficult situations

What will it cover?

Challenging your assumptions and focusing on observed behaviour
Breaking the Belief-Behaviour cycle
Identifying types of behaviour and their impact on self and others
Choosing an assertive response in a difficult situation
Using practical tools to build your assertiveness toolkit
Communicating effectively through active listening and asking great questions
Creating congruence of visual, verbal and vocal communication elements
Becoming aware of filters and how they can distort our experiences
Applying a simple model to incorporate the key elements of effective feedback
How to receive critical feedback with grace and purpose

Further courses to consider

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Who is this course for?

An Individual A team/business

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