Managing difficult situations

This topic contains a range of tools to help you run a session on difficult situations.
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Assessing personal style
This tool can be used to assess how personal style influences performance at work.
Identifying difficult people and difficult situations
Use this tool to help participants identify types of people and situations that are difficult for them.
Evaluating approaches to work
You can use this tool to provide an understanding of the different styles of behaviour people use at work, including the effects of the behaviours on other people.
Working with conflict
You can use this tool to help participants understand how people's behaviour changes from their normal behaviour to the behaviour they use when they find themselves in conflict.
Succeeding with orientation and attitude
Use this tool to help participants understand how orientation and attitude affect behaviour, and how to cope with and deal with difficult types of people at work.
Approaches for dealing with difficult people
Use this tool to help participants work well with others, to be aware of three levels of difficult behaviour, and to apply approaches for working effectively with people they find difficult.
Perceptual positions
A tool to enable participants to look at difficult people or difficult situations from five different viewpoints or positions and examine the strengths and weaknesses of each position and the advantage of adopting all five positions at different times to get a bigger picture of each difficult person or difficult situation.
Mental presuppositions
You can use this tool to help participants appreciate how their initial frame of reference or mental presupposition can help them deal with difficult people and difficult situations.
Programming assertiveness
You can use this tool to provide participants with a way of changing unassertive behaviour to more assertive behaviour when dealing with difficult people and difficult situations.