Course/program

Handling Difficult Situations

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

Course Code: OV-HDP

1x3 hr virtual session | 6-8 hrs on-demand learning | 30 mins coaching (optional extra for teams)

This program is available for groups and teams

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

On-demand digital learning playlist

Engage

1 x 3 hour instructor-led virtual training session

Embed

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 behavior 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 behavior and avoid making inaccurate assumptions
  • Recognize and respond to non-assertive behaviors 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 behavior
  • Breaking the Belief-Behavior cycle
  • Identifying types of behavior 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

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 behavior 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.

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 behavior and avoid making inaccurate assumptions
  • Recognize and respond to non-assertive behaviors 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 behavior
  • Breaking the Belief-Behavior cycle
  • Identifying types of behavior 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
For groups & teams

Up to 15 people per program.

From Contact us for pricing

Bring in-house
Create a blended program

Build your own blended learning program using this bite-size session as one of the building blocks - Excite, Engage, Embed.

Find out more
Bring this program in-house
Who is this course for?
With your permission, we would also like to keep you updated about programs and/or services similar to the one you are enquiring about as well as special offers, L&D updates and content to help you with your ongoing learning and development. If this is okay please tick one or more of the boxes below so we know how best to contact you.
fieldset
We will always respect the personal information you give to us; it will never be shared with anyone and it will be managed according to our Privacy Policy.
Or speak to one of our friendly learning advisers by:
Custom learning experiences for teams, groups, or for the organization
Pick the building blocks & services you need from our menu

Want a tailored program for groups/teams? Use our menu of options to create the perfect training experience to suit your needs.

Take a look
Considering an organization-wide learning solution?

We provide a holistic range of services to help you create a skilled, high-performing and resilient workforce… wherever they are.

Find out more