Communicating in Difficult Situations

Description

This DVD will improve any manager's ability to handle difficult work situations and conversations effectively. Verbal and non-verbal techniques are demonstrated in a variety of scenarios, from dealing with challenging people to communicating bad news, and will be invaluable to participants both inside and outside of the workplace.

Scripted by a subject expert and trainer, and with an accompanying Trainer's Guide, this innovative training DVD is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes demonstrate good practice and bad practice and cover the following areas:

introduction
the fight or flight response
the impact of non-verbal communication
choosing your language
communicating your views
alternative ways of saying `no'
handling an impasse
building confidence.

Unlike many similar products, this DVD is not based around a drama. Instead, each scene is firmly centred round a set of key learning points which helps to focus the viewer's attention and consolidate their learning. It represents real employees in an environment which is modern yet neutral and can be used by any type of organisation.

"This is a very well prepared and detailed resource the script is well written and constructed, and the Trainer's Guide is excellent."

Paula Haywood, Group Personnel Manager, The Mill.

Contents

SECTION 1: INTRODUCTION

Scene 1.1 Handling Difficult Situations


SECTION 2: THE FIGHT OR FLIGHT RESPONSE

Scene 2.1 Fight Response
Scene 2.2 Avoidance and Attack Behaviours
Scene 2.3 Identifying Emotional Triggers

SECTION 3: THE IMPACT OF NON-VERBAL COMMUNICATION

Scene 3.1 Resigned and Non-Verbal Communication
Scene 3.2 Confident, Assertive Non-Verbal Communication
Scene 3.3 The Hostile Vs Defensive Dance
Scene 3.4 Open Communication
Scene 3.5 Defusing Anger
Scene 3.6 The Power of Silence
Scene 3.7 Showing Empathy

SECTION 4: CHOOSING YOUR LANGUAGE

Scene 4.1 Talking Different Languages
Scene 4.2 Pacing Your Audience

SECTION 5: COMMUNICATING YOUR VIEWS

Scene 5.1 Blaming
Scene 5.2 Communicating Feelings and Requests

SECTION 6: ALTERNATIVE WAYS OF SAYING `NO`

Scene 6.1 Giving Mixed Messages
Scene 6.2a Alternative Ways of Saying `No` - Explaining the Facts
Scene 6.2b Alternative Ways of Saying `No` - Negotiating
Scene 6.2c Alternative Ways of Saying `No` - Pre-Empting
Scene 6.2d Alternative Ways of Saying `No` - Using Humour
Scene 6.2e Alternative Ways of Saying `No` - Interrupting

SECTION 7: HANDLING AN IMPASSE

Scene 7.1 Pulling Rank
Scene 7.2 An Impasse
Scene 7.3 A Constructive Approach to an Impasse
Scene 7.4 Assertiveness: The Broken Record
Scene 7.5 Assertively Handling Criticism

SECTION 8: BUILDING CONFIDENCE

Scene 8.1 Preparation
Scene 8.2 Mental Rehearsal

Reviews

"This is a very well prepared and detailed resource the script is well written and constructed, and the Trainer's Guide is excellent."

Paula Haywood, Group Personnel Manager, The Mill.