Handling difficult situations
Featured in the Communication Skills training manual
By Sarah Cook
Category: Communication Skills
Credit price: 3 download credits (Single user)
Everyone is going to encounter difficulties at some time in dealing with customers, suppliers, staff who report to them, colleagues or their managers. This activity provides a framework to assist participants in tackling difficult situations in an effective manner.
You introduce the session and ask participants to identify the types of situation that they find difficult. Go on to explain a process for dealing with difficult situations. Participants then take the opportunity of trying this and receiving feedback on their behaviour.
Who is it for: This training activity is intended for use by trainers to increase participants' competence and confidence when managing difficult situations.
| Resource Type: | Activity |
| Min Group Size: | 4 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 16 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity is intended for use by trainers to increase participants' competence and confidence when managing difficult situations. The activity can be used as a stand-alone training session or as part of a workshop on assertiveness and communication skills, leadership and team-building skills, coaching and mentoring skills, conflict management and dealing with difficult situations.
Download the training activity, Handling difficult situations as featured in the Fenman training manual; Communication Skills