Managing Difficult Situations

Introduction

The Managing Difficult Situations training course is designed specifically for organisations that provide information or support to clients or service users, that may present challenging or confrontational situations. The course covers triggers which may lead to anger and frustration and the use of body language and physiological responses during incidents. The effects of individuals upon one another and the barriers to effective communication are also explored. Positive and creative communication skills through assertiveness, empathy and understanding and the importance if generating positive consequences following an incident.

Duration

This is a one day course which covers theoretical information and various practical sessions and group activities. We are able to deliver these courses to companies, organisations or individuals.

Content

• Triggers leading to anger and frustration
• Effectively reading warning signs through body language
• Behavioural responses
• Barriers to effective communication
• The effects that staff may have upon individuals
• The Conflict Cycle
• Ego states and transactional analysis
• Questioning and listening skills
• Challenging without damaging relationships
• Generating positive consequences following an incident

Cost

£850 plus vat for a maximum of 12 candidates

In house courses available, please contact us for more details. Office 029 20576883