Managing Difficult Situations

Course Overview

Difficult situations exist in all workplaces and they range from personality clashes to situations with potentially serious legal consequences. The most common response from people is to avoid having a conversation regarding the issue. This usually leads to bigger problems such as conflicts within the team and reduced employee satisfaction.

The most effective way to deal with such situations is to have a conversation with the employee. This course has therefore been designed to increase understanding in front line managers of how to successfully identify a difficult situation and then prepare and handle a difficult conversation.

Key Content

• Types of difficult situations;
• Identifying a difficult situation;
• Preparing for a conversation about a difficult situation;
• Having the conversation:
  •     Step 1: State the problem;
  •     Step 2: Listen and ask questions;
  •     Step 3: Acknowledge;
  •     Step 4: Reassess your position;
  •     Step 5: Look for solutions;
  •     Step 6: Close the conversation;
• Steps to take after the conversation;
• Managing yours and the employee’s emotions.

Learning Outcomes

At the completion of this course, learners should be able to:

• Identify a difficult situation;
• Discuss how to prepare for a difficult conversation;
• Explain how to have a difficult conversation;
• Describe how they should manage emotions when handling difficult situations.