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Whatever your job, it’s likely that you face difficult situations from time to time. This course will help you to understand the mechanisms at play when you're in a difficult situation, and to learn and practise behaviours that will navigate you through the tough times – and help you to avoid them in the first place. Left unaddressed, your difficult situations are unlikely to improve; so something must be done, and you’re the one who has the opportunity to do something about it! Difficult Situations at Work courses run in Sydney and Melbourne.

Course Price (inc GST where applicable): 
Sydney, Melbourne
2 days
You'll Learn how to: 
  • Identify the elements of a difficult situation
  • Analyse what works and doesn't work when dealing with difficult situations
  • Describe your reactions to difficult situations and how they shape outcomes
  • Use listening, paraphrasing and questioning to ensure you 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 your style in conflict situations
  • Apply a process for resolving workplace conflicts
Course Content: 


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 Self and Others

Recognising similarities and differences
Difficult people or difficult situations?
Changing perspectives
Review activity: Script Writers

Making Connections

Consultative communication
Learning to listen
Review activity: Making Connections

Responding Assertively to Difficult Situations

What is assertive behaviour?
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 Behaviours

Challenging behaviours
Review activity: Create your own adventure

Action Plan

Planning to apply the knowledge and skills back at work
References and further reading

The Learning Process: 
Preparing to learn

Get the most out of your course by preparing before you attend the workshop. Access and read your online Starter Kit, complete the activities and document your desired outcomes for the workshop. To get started, click here.

During the course

Our Professional Development courses are practical, interactive and fun. Well-known, proven theories are translated into easy-to-understand concepts and techniques by experienced training consultants. You’ll return to work understanding what you can do to enhance your performance.

After the course

Your Embedding Kit will assist you to apply the techniques at work, ensuring you get the most from your learning experience. For more details, click here.

Customising this course: 

TP3 can provide a range of consulting services to better meet your business needs. These include: closed courses for your organisation; customised course material relevant to your industry and requirements; individual or group coaching; and digital and blended learning solutions.

Booking Information: 
Call 1300 658 388 to book this course, or book and pay online below.
Course Dates: 

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