How to deal with Difficult Situations

This one day programme is designed to help delegates tackle a variety of difficult 'people problems' which they may encounter regularly at work.
The programme is constructed in three modules.

The first module enables delegates to identify the root causes of problems and helps them to differentiate between an occasional bout of poor performance and a recurrent 'attitude' problem. Secondly it concentrates on individual communication and assertiveness techniques and develops these into a consultative management style. Finally these skills are applied to a wide range of problems, the majority of which are delegates' own case studies.

CONTENTS
*Identifying problems and sources
*Building rapport
*Assertive techniques
*Consultative management
*Handling aggression
*Managing performance
*Case Studies

OBJECTIVES

At the end of the programme, delegates should be able to:
*develop a strategy for dealing with a variety of difficult people problems, 

*apply assertive techniques to handle hostile situations and

*use a consultative management style to prevent problems reoccurring.