Managing Difficult Situations and Challenging People
When doing more work with less resources, individual stress increases, personalities clash more easily and people take feedback more personally. When you add passive, defiant, cynical or explosive personalities, it can be a combustible mix.
Understanding the underlying emotional vulnerability and the need for recognition and self-worth are keys to building trust, positive motivation and productive work relations. Seeing problems not just in individuals, but between people and within a situational context is a vital management skill. Perhaps most important is an awareness of our own emotional "hot buttons" when engaging challenging problems and people. Through dynamic presentation, discussion and interactive group exercises you will learn to:
 | enable others to vent constructively |
| use interview techniques and humorous communication for channeling angry interaction |
| provide affirming recognition |
| use your emotional awareness to connect genuinely and empathetically with diverse groups and problem-solving contexts. |