Handling Difficult Situations

Duration: 1 day

Course Code: COPING-PS

Introduction and Objectives

Types of Behaviour

Identifying “difficult” people
Why are people “difficult”?
Fundamentals of conflict

Identifying Aggressive Types

Levels of aggression
Main causes of aggression
Personality types

Communicating

Confidently
Calmly
Control under pressure
Professionally

Essential Skills for Coping with Conflict

Listening and questioning techniques
Giving and receiving feedback
Developing assertiveness techniques
Negotiating a realistic outcome
Verbal and non-verbal communication

A Step By Step Approach

Step by step techniques for changing behaviour
Staying calm
Challenging without damaging
Motivating staff

Taking Responsibility for Difficult People

Pre-empting difficult situations
Positive resolution of problems
Create a checklist for solving people problems

Action planning

Review of Programme

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Many thanks,

WWP & the Euroclear Team