Human Resources
Management and Staff Development
Dealing with Difficult Situations
Target Audience:
All university staff, in particular members of staff who have a direct customer facing role.
Outline:
This workshop supports all members of staff who have a customer facing role and may on occasion encounter difficult situations. The workshop helps provide strategies and effective communication techniques to help diffuse potentially difficult conversations or situations, including positive body language
The aims of the workshop are to:
- Recognise potential difficult situations and utilise appropriate strategies to manage the situation
- Provide a number of tools and techniques to help manage difficult situations
Learning outcomes
By the end of the day delegates will be able to
- Identify and assess difficult situations
- Evaluate options and develop strategies to respond confidently and effectively
- Understand effective communications and identify barriers to effective communication
- Adopt positive body language to help deal with difficult situations
- Have an understanding of the Employers duties under the Health and Safety at Work Act 1974
Pre-event Preparation
n/a
Format
This workshop will be highly interactive, combining group work, case studies and practical exercises.
Presenter
Ian McCarroll (Highbury College)
Click here for the Management and Staff Development calendar with all available dates.
To book a place on this event, please e-mail msd@port.ac.uk