Information and Booking

Trainer: Sonia Arnold – External Consultant
Cost: Internal no charge.
External not available
Duration: 1 day (09:30 - 16:30)


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Difficult situations can occur at work for a variety of reasons including:

  • People’s behaviour
  • Our own behaviour
  • Conflict of interest or role
  • Unexpected circumstances

This workshop aims to give you understanding, skills and confidence to handle these situations proactively, effectively and with sensitivity and respect. Whether you are breaking bad news, challenging someone’s behaviour, asserting your needs, establishing boundaries or raising something with your line manager, this course will offer strategies and opportunities to practice.

Who should attend

This workshop is open to anyone who wants to learn how to handle difficult situations more effectively. It is particularly helpful for leaders and managers who may need to raise a variety of difficult issues with others.
It is an elective in the Imperial Leadership and Management Development Programme (ILMDP).

Key Areas

  • What makes a situation difficult?
  • Different behaviour types
  • Conflict at work – where does it come from?
  • Own approach to handling conflict
  • Emotional triggers and handling them better
  • Key skills
  • Strategies and practice for handling situations

Further Information

This course is an amalgamation of: "Managing Difficult Relationships" & "Managing Difficult Conversations". If you have attended any of these 2 courses, there would be little benefit for you to attend this one.
As an alternative source of support for dealing with difficult situations, you may also be interested in the Imperial College Coaching programme.