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