Handling Difficult Situations

During the course, delegates will participate in interactive sessions with discussions, exercises, case studies within the framework of real-life experience. By the end, delegates will formulate an action plan (who, what, and when) to be immediately applied at work.

Spot characteristics in yourself and others
• Defining difficult people and difficult situations
• Understanding yourself and how others perceive you
• Recognising different behavioural styles
• How your behaviour impacts on your team and vice-versa

Manage pressure in the workplace
• Adapting a proactive approach to others
• Learning to work towards priorities
• Taking control through planning and time management
• Managing conflicting demands
• How to manage stress

Adopt a flexible way of communicating
• Identifying your best communication channel
• Analysing the emotional state of your listener and sticking to it
• Mastering body language techniques

Techniques to improve your personal performance
• Identifying triggers and encouraging feedback
• Developing your own interpersonal toolkit
• Building relationship credit
• How to listen effectively to your team

Identify and resolve the danger points within relationships
• Addressing stress and tension in relationships
• Avoiding conflict and neutralizing negativity
• Exploring the structure of both formal and informal approaches
• How to adopt a confident style and to be an example for your team

Under the pedagogical responsibility of Brigitte Karm, Consultant in oral and written communication, Bilingual. 18 years of experience in Canada and France in many world companies.