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Communication in Difficult Situations

To help individuals assess and analyze difficult situations, apply specific principles for handling sensitive interpersonal dynamics, and create effective strategies for intervening appropriately. In this workshop participants are encouraged to use their own tough on-the-job situations to practice and apply the skills taught. The objective is to equip participants with practical tools and strategies that can be put to immediate use.

  Outline
  • Principles and choices for handling difficult situations

  • How people signal issues and resolve conflicts

  • The Information Wheel: tool for resolving conflicts

  • Building relationships: rapport, control, trust, and productivity

  • The listening cycle to gain critical information

  • Managing self to manage the situation

  • Use your own feelings

  • Dealing with anger

  • Transforming resistance

  • Eight intervention options

  • Assessing intervention points and risks

  • Creating a realistic strategy

  • Changing problem behavior

  • Relating to difficult people

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