Dealing with Difficult Situations


This course explores the nature of difficult situations. Participants examine how they and others look at and react to different situations at work. It will provide techniques to create positive outcomes in difficult or challenging situations.

It is recommended for all employees who deal with difficult situations in the workplace.


This course will enable participants to:

  • Identify the common elements of a difficult situation
  • Analyse what works and what doesn't when dealing with difficult situations
  • Justify reactions to difficult situations and how these shape outcomes
  • Apply assertiveness techniques to respond to difficult situations
  • Respond to criticism without becoming emotional or defensive
  • Define conflict and identify your style in conflict situations
  • Apply a process for resolving workplace conflicts.