Managing Difficult Situations

Prerequisites:

You should come to the course prepared to discuss the particular situations that cause you the most concern or worry.

Course Description:

Do you hate having to deliver difficult or embarrassing messages?
Perhaps you shy away from giving feedback even though it is needed and perhaps wanted?
Do you avoid confrontation at all costs?
Do senior people people intimidate you or do you feel like people are taking advantage of you?

Confident and capable communicators will share knowledge and create clarity in whatever forum they operate in. By improving your message delivery you will gain massive benefits in terms of the speed and comprehension of your message.

You will benefit from this course if you want to communicate confidently and capably regardless of the message content, and ensure that the receiver of the message is communicated with clearly, not confused. If your company frequently needs to deliver messages that may not be taken well by all parts of the organisation, those managers and leaders that can communicate these messages in a sensitive, audience centric way will create calm and understanding. Those who do not can create confusion and even dissent.

You'll be able to give your people feedback and manage performance in a way that inspires ownership and proactive resolution, ensuring staff remain engaged.

This course includes the following modules:

Course Topics

• Learn what motivates you, enabling you to choose activities that will make you feel more satisfied
• Learn and practice how to stay in control of a situation whilst keeping the communication open and friendly
• Save time and energy by reducing stressful situations
• Gain the respect of your colleagues
• Build the self belief to motivate yourself without needing to seek approval from others
• Discover why certain messages or situations make you uncomfortable
• Understand the 3 golden rules of communicating and why this helps difficult messages
• Understand how to introduce difficult messages using structured thinking techniques
• Assess your motivational standpoint (using SDI)
• Understand the motivations of other people
• Realise how you may be seen by others with different motivations
• Assess your current level of assertiveness
• Realise the best (and worst) strategies for dealing with different conflict styles and understand how your own style effects outcomes
• Identify the information that is essential to the message you want to carry to the recipient
• Structure your response to support the message
• Understand the key stages in preparing and delivering effective messages
• Increase rapport and trust with colleagues through understanding their motivations (whether they attend or not)