Managing Challenging Situations
Do you sometimes become trapped in others games and let your feelings interfere with constructive communication?
Overview:
Modern organisations are encouraging us to work closer together with colleagues, suppliers and customers.
To achieve this we need to:
Recognise challenging situations
Understand how we feel and react
Adapt our behaviour as appropriate
Build long term relationships
This is important in management teams, service teams, project groups, client relations and partnerships. To be successful we need to understand the emotional climate of our varoius working environments.
"When we teach people about anger we help them to understand that it is often a secondary reaction and to look for what's behind it. Are they hurt, jealous or feeling guilty?"
People need to learn that they:
- Always have choices about how they respond
- Will feel more in control if they structure communication in the right way
- The more techniques they know the richer their working life can be
If they do not understand these choices they will not only be driven by them they will also contaminate the relationships they have with others.
The content of the workshop will include:
- Applying insights into areas such as performance management, work relationships, teamwork and project management
- Knowing how your behaviour impacts on communication
- Understanding both your team roles emotional map
- Developing assertiveness techniques
- Recognising feelings, building a vocabulary for them and empathising with others
- Identifying the chain reaction between thoughts and behaviour
One key ability is empathy, which is understanding the feelings of others and respecting our differences. Learning to be articulate about these is a key life skill. This includes:
- Being a good listener
- Exploring others perceptions and concerns
- Distinguishing between what someone says and your own reactions to it
- Understanding the difference between how you feel and how you behave
We will link this in with some traditional communication techniques which will build delegate's ability to cooperate and resolve conflict.
The event will consist of presentations, discussions between delegates concerning work issues and exercises to develop understanding. There will also be tools which delegates can take away to use in their working environment.
The model can be linked closely with the sales process, project management, service management etc.
Why should you attend?
In today's high speed, highly charged, working environment the effectiveness of interactions with others can help you gain competitive advantage. Managers, employees and professional staff are increasingly judged not just for their technical expertise or their qualifications but by the way they manage themselves and those around them. The roles, values and behaviours which are important in the workplace are being measured more thoroughly than ever before: understand what is meant by this important dimension of your working life.
Learn the keys to success
Build long term relationships based on trust
See challenging situations as an opportunity
Follow a conrstuctive line of enquiry
Previous page: Making Meetings Work
Next page: Team Walk