Handling Difficult Situations and Confrontations

Overview
Course Outline
Scheduled Dates

Course Overview

This course is about learning how to effectively handle and manage difficult or confrontational situations. Whether in the workplace or in our personal lives, these kinds of encounters can consume a lot of time and energy if not managed well. Delegates will learn about the characteristics associated with confrontational behaviour, its origins and how best to respond. This course will equip delegates with various effective responses when confronted with challenging situations.

They will learn how to effectively deal with toxic words and phrases, resolve confrontations without devolving into a blame game and much more. Through practical exercises, roleplays and case studies, this course provides the tools for managing difficult or challenging conversations with confidence. The content is versatile enough to adjust the pace as needed and also includes optional extra content for those looking for a deeper dive into the subject matter.

Objective:

This course helps delegates learn how to effectively handle difficult or confrontational situations.
It covers topics such as characteristics of confrontational behaviour, effective responses, toxic words & phrases and conflict resolution processes.
Through practical exercises, case studies and roleplays, the course equips learners with the essential tools for managing conversations confidently.
The content is versatile enough to adjust the pace as needed and also includes optional extra content for those looking for a deeper dive into the subject matter.

Course Outline

Day 1: Understanding Difficult Conversations

Reflecting on and assessing personal thoughts and emotions related to confrontational situations
Identifying common traits and patterns in confrontational behaviour
Recognizing the impact of emotions on communication during confrontations
Understanding how self-awareness enhances conflict management

Day 2: Active Listening in Challenging Situations

Practising active listening skills for better understanding
Paying attention to not only words but also non-verbal cues during confrontations
Identifying the importance of empathy and emotional intelligence in communication
Avoiding assumptions and ensuring clarity through paraphrasing and feedback

Day 3: Conflict Resolution Techniques

Learning techniques to stay open, honest, and patient during confrontations
Exploring different conflict resolution methods and their applicability
Generating creative solutions and finding common ground to resolve issues
Maintaining a calm and composed demeanour when navigating heated conversations

Day 4: Analytical Thinking and Response Strategy

Developing analytical thinking to understand the motivations behind people's words and actions
Differentiating between emotional reactions and rational responses
Understanding the power of questioning to explore the root cause of conflicts
Applying strategic thinking to respond thoughtfully and constructively

Day 5: Review and Reinforcement

Reviewing key lessons learned and best practices for handling difficult situations
Reflecting on personal progress and identifying areas for continued growth
Exploring additional resources for deeper learning and further development
Solidifying strategies to confidently manage confrontational situations in the future

Schedule & Fees

3 For 2Offer

Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.

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Location

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London

$5,300

Duration: 5 Days

date: 11 - 15 Aug 2025

Washington DC

$6,700

Duration: 5 Days

date: 15 - 19 Sep 2025

Dubai

$5,300

Duration: 5 Days

date: 08 - 12 Dec 2025

Human Resources and Talent Development

Handling Difficult Situations and Confrontations

Duration:5 Days

date:11 - 15 Aug 2025

London

$5,300

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