Dealing with Difficult Situations and Individuals

Difficult situations and individuals are unavoidable in the work environment. The question is, how do we handle these situations with grace, poise and composure so we are perceived as firm, but fair. Respect must be given, even to those who might push our buttons.

This workshop will help you deal with all aspects of crucial discussions and conversations that are controversial. Areas that will be addressed will include:

  • Giving bad news
  • Maintaining a natural, relaxed tone
  • The psychology of relationships
  • The battle between task tension and relationship tension
  • Improving relationship building skills
  • Understanding our key self-esteem needs
  • The power of listening
  • Overcoming objections
  • Managing ourselves
  • The stages of a tough conversation
  • How to recognize signs of a tough conversation
  • How analysis of behavior styles can help
  • “Aikido” techniques for resolving conflict
  • Choosing the appropriate style for engagement
  • Making decisions on desired outcomes
  • Planning before you engage
  • Dealing with emotional or aggressive individuals
  • Reading body language
  • Turning negatives into positives
  • Utilizing a questioning strategy

Feel more comfortable in difficult situations and know how to reach resolution or closure without burning bridges or hard feelings. These skills will help you in all aspects of both your professional and personal life.

If you’re interested in 1:1, group or online training