DIFFICULT SITUATIONS AT WORK2010412293

							                                                                              Perth Level 1, 150 Adelaide Terrace
                                                                              PO Box 8266
                                                                              Perth Business Centre 6849
                                                                              Ph: 9218 9059     Fax: 9218 9972
Visit our website : www.ati-mirage.com.au                                     email: admin@ati-mirage.com.au
                                                                              ACN: 100 220 184 ABN: 72 129 366 080
DIFFICULT SITUATIONS AT WORK
COURSE OBJECTIVES
This course examines the nature of difficult situations. Participants will examine how they and others look at and
react to difficult situations at work. This course provides techniques to create positive outcomes in difficult or
challenging situations. You will examine how you can handle yourself, the other person and the issue at hand to
seek resolution and agreement.
COURSE CONTENT
  INTRODUCTION                                      •      Setting the context
                                                    •      Who’s at the helm?
                                                    •      Your personal objectives
                                                    •      Learning outcomes
  THE NATURE OF DIFFICULT SITUATIONS                •      What is a difficult situation?
                                                    •      Downloading your difficult situations
  HOW WE REACT TO DIFFICULT SITUATIONS              •      The impact of reactions
                                                    •      Identifying automatic reactions
                                                    •      Intention versus impact
  UNDERSTANDING YOURSELF AND OTHERS                 •      Recognising similarities and differences
                                                    •      Difficult people or difficult situations?
                                                    •      Changing perspectives
  MAKING CONNECTIONS                                •      Consultative communication
                                                    •      Learning to listen
  RESPONDING ASSERTIVELY TO DIFFICULT               •      What is assertive behaviour?
  SITUATIONS                                        •      Building your assertiveness
  RESPONDING TO CRITICISM                           •      How we respond to criticism
                                                    •      Becoming “un-insultable”
  RESOLVING CONFLICT                                •      What is conflict?
                                                    •      Conflict response styles
                                                    •      Resolving conflict
                                                    •      Addressing unresolved issues
  DEALING WITH DIFFICULT BEHAVIOUR                  •      Challenging behaviours
  ACTION PLAN                                       •      Planning to apply knowledge and skills back at work
                                                    •      References and further reading

COURSE OUTCOMES:
By the end of this program participants will be able to:
 •   Identify the elements of a difficult situation;
 •   Analyse what works and doesn’t work when dealing with difficult situations;
 •   Describe their reactions to difficult situations and how they shape outcomes;
 •   Use listening, paraphrasing, and questioning to ensure they understand the other person’s
     perspective;
 •   Apply assertive techniques to respond to difficult workplace situations;
 •   Apply techniques to effectively process criticism;
 •   Define conflict and identify their style in conflict situations and;
 •   Apply a process for resolving workplace conflicts.

PRIOR KNOWLEDGE: This course requires no previous training or experience.
COURSE DURATION: 1 Day: 9.00am – 4.00pm
                                                                                       Version 2.0: Updated 27/10/2008