Dealing With Difficult Situations

This is a 2 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.

Who will benefit:

First-line leaders and others who are faced with challenging staff situations.

Course Objectives:

By the end of the course participants will be able to:

  • Handle people and difficult situations effectively
  • Understand how your behaviour and attitude can affect others
  • Approach people problems with increased confidence
  • Work with challenging staff to get positive results
  • Motivate staff to get them working with you rather than against


    • Course Content:

    The Dealing With Difficult Situations course is made of of the following units:

    • What’s the Problem? understanding why people are difficult; the triggers of problem behaviour; what do they do/not do? when to act or do nothing
    • Difficult Behaviour: what is it? types of behaviour; range of problems; identifying where the problem lies; taking action; dealing with facts not opinion, and behaviour not personality
    • People at Work: individual differences; focus of control; signs of trouble
    • Motivation: motivating difficult staff; why motivations change; dynamics of motivation; meeting the needs of the individual; the value of job enrichment; improving morale and job satisfaction
    • Communicating Confidently: impact; skills of questioning and listening; the barriers to effective communication; giving constructive feedback
    • Assertiveness: developing a positive and straightforward style; stating your case; asking for a change in behaviour; how is your style having an impact
    • Problem Solving Approach: understanding the conflict cycle; handling angry people with empathy; facing the issues; a joint solution
    • Constructive Feedback: preparing for the discussion; generating a positive consequence following non-performance; challenging without damaging relationships; controlling anger; where the appraisal disciplinary and capability procedures fit in
    • Achieving and Maintaining Standards: handling the performance range; factors affecting performance; the advantages of continuous assessment and feedback; maintaining dignity and respect
    • Action Plan: participants discuss and plan what they will do on return to work


    Scheduled Courses:

    This course is not currently scheduled. If you have a need for this course, please contact us, as we may be able to schedule it for you.



    For further details contact our sales team:
    Telephone: 0115 984 9940
    Fax: 0115 921 5352
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