Managing Challenging Situations

Do you sometimes become trapped in challenging situations and let your feelings interfere with constructive communication?


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 and build long term value relationships.

The Process:

Managing challenging situations is important in management teams, service teams, project teams, client relations and partnerships.  To be successful we need to understand the climate of our varoius working environments, interpret people’s positions and use different strategies as appropriate.

“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 overwhelmed, in the wrong role, 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 and can adapt and and enrich their working life.

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.


  • Apply insights into work relationships, teamwork and project management
  • Analysis of how our behaviour impacts on work & communication
  • Understanding both team roles and emotional maps
  • Developing influencing techniques in crucial conversations
  • Recognition of feelings, building a vocabulary 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 skill. This includes being a good listener, exploring others perceptions, distinguishing between what someone says and your own reactions to it and understanding the difference between how you feel and how you behave

The event will consist of presentations, discussions between delegates concerning work issues and exercises to develop new approaches to challenging situations. 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.


  • Effective 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
  • Self mastery will improve the  quality of your working life.

Build long term relationships based on trust

See challenging situations as an opportunity

Follow a constructive line of enquiry