Do you avoid dealing with difficult issues in a timely manner? Does the problem or issue often go into the too hard basket. Many people find it hard to have the tough conversations when they perceive the response could be confrontational.
Workplaces emphasize the importance of ‘getting along’ and ‘working as a team’ yet in reality it’s not that easy. This comprehensive course will provide you with step-by-step strategies for dealing with difficult situations confidently, whether they be at work or in your personal life.
How to let go, focus on your area of direct control and influence, and not sweat the small stuff. How to avoid being sucked into dramas.
Learn practical strategies for having tough conversations, gaining consensus, finding workable solutions, and dealing with difficult staff interactions.
Step-by-step process to calm and de-escalate a situation, whether that be with staff or with an angry/ abusive customer.
Recognise what pushes your buttons, how to manage your response and the importance of dealing with issues in a timely manner.
Understand communication ‘roadblocks’ and how to avoid them. Use the 10 step Conflict Resolution model to gain workable solutions.
Gain insight into individual personality dynamics, the 4 different working styles and how to work effectively with other personality temperaments.
How to remain professional under pressure by using the 5-step problem solving process, worry control techniques and focusing on ‘Circle of Control’.
2024 Course Dates for Auckland
2024 Dates: 22 February | 23 May | 22 August | 21 November
Investment
Standard Fee: $650 + GST
Early Bird Fee: $595 + GST
Early Bird Cut Off Dates
2024 Dates: 22 January | 23 April | 22 July | 21 October
Duration
A full day course, starting at 9.00am and concluding at 4.00pm.
Location
Registered course attendees will be provided with full venue details.
Limited Numbers
Course numbers are limited to 10 participants. Please register early to avoid disappointment.
Inclusions
Highly experienced trainer, a comprehensive manual, ITS Certificate of Achievement, lunch and refreshments.
Training Outcomes
- Plans communication using the tools covered in the course.
- Uses ‘Stop, pause, think and then respond’ to self-manage “hot buttons”.
- Understands the nature of conflict and how it impacts behaviours.
- Recognises differing conflict styles and how to handle them collaboratively.
- Avoids negative trigger terminology which can act as roadblocks to communication.
- Applies the different tools for problem solving and to gaining consensus.
- Demonstrates increased self-confidence in dealing with difficult people.
- Uses step-by-step process to de-escalate and manage confrontational conversations.
- Produces a 3-week Action Plan to apply training in real-worktime.
Course Feedback
The material in this course is easy to follow, very insightful both professionally & personally. I can now understand the different working styles of the main people at our head office and how to work with them. Thank you.
Thank you. I have enjoyed the training and have learnt many skills I will put into practise – problem solving, conflict prevention, communication roadblocks, to name a few.
This course exceeded my expectations. I now have the tools to deal with the challenges which have been stressing me in my role.
I found all of it beneficial. I think it’s really great and would highly recommend this course.
An excellent course. A good balance of information, activities and tools which can be applied both at work and in personal. Thank you!
Course Enquiry
Have a question about this course or would like one of our team to contact you?