Handling difficult or challenging situations and confrontations is something we all have to face from time to time, whether in our professional or personal lives.  When poorly managed such situations can consume a lot of unproductive time and energy and lead to failed relationships or loss of business.

This course references the latest psychological research and provides several concise easy-to-use formulas that delegates can use to deal with challenging situations effectively.

The course is packed with exercises, relevant case studies and role plays enabling delegates to understand the methods better by putting new models into practice immediately. 

In this highly practical course delegates will cover a wide variety of topics including:

• Why self-examination is important and how best to do it
• How to deal with conflicts, physically and emotionally
• The four responding styles, when to use them and when to avoid them
• How to avoid unpredictable reactions by observing and analysing the other person 
• How to listen actively, respond emphatically and connect when needed
• How to engage in a conversation and show that you understand and care
• The optimum process for conflict resolution
• The 5-Step Guide to Confrontations
• How to prevent a challenging conversation by choosing the right words
• Toxic statements and attitudes, how to avoid using them and how to respond when they are used against you