Dealing with Difficult Situations
Learning to deal with difﬁcult or awkward situations in the right way is an extremely useful skill in the workplace. In this module we offer an overview of how successful communications can be achieved, and how to minimise or avoid the negatives of less successful communications. Our aim here is to provide the individual with conversational tools which might be utilised in different situations.
If you can consider your intentions and the outcome that you would prefer, before embarking on a conversation (or having an ability to recognise the true intentions or needs of others) then you are far more likely to achieve that preferred outcome. We begin by looking at the different reasons that we tend to communicate, our personal agendas and how we can listen in an active and constructive way.
The second section dives into the ‘Dark Side’ and outlines how to respond in difficult situations, and consider the other person’s viewpoint, where applicable. There is a discussion on how best to cope with rejection, tips on how to manage any incidence of harassment, how to be professional with difficult customers and what to bear in mind if you are unfortunate to make a serious mistake.
We finish by looking at structured approaches to difficult situations including how to agree and disagree constructively, how best to listen and respond, stand your ground and make your point. We consider what a conversational ‘sandwich’ tool is, the psychology behind it, and how we can best use this tool to engage more powerfully when communicating.