Managing Difficult Situations (Glasgow)

Many managers will find that during some point in their role as manager, they will be involved in handling a difficult situation which has led to or could lead to conflict – whether it’s a dispute over salary, tension between employees, or having to deliver bad news; unfortunately, conflict at work is inevitable.

This workshop will cover:

• Understanding conflict and its impact on the workplace – and why managers need to intercept conflict and build strong teams.
• Establishing techniques to build effective workplace relationships – looking at personality types and understanding why people behave as they do.
• Building skills and techniques to confidently manage difficult situation- with role play to provide a safe learning environment.
• Understanding what a difficult conversation is and when to have it.
• Understanding body language and rapport and interpreting it during difficult situations.
• Guidance on how to respond to and manage conflict and internal tension – looking at the various techniques and understanding when to use them.
• Coping strategies for dealing with difficult people and difficult situations.
• Support to reduce the effects of disputes in your team and therefore build a more effective team.

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