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Managing Through Discussion – Addressing Difficult Situations

Duration: Half-Day

Trainer: Burtenshaw Kenny Associates

Pre Requisites:

Prior to attending the workshop, participants are required to:

(i) check their Conflict Style using the Thomas Kilman Conflict Style Inventory (this  takes about 15 minutes) – they are then asked to bring their scored inventory to the workshop.

(ii) identify some specific scenarios which are problematic and which could be worked through during the workshop (about 15 minutes) – they are asked to communicate these scenarios to the Trainer in advance of the workshop.


To builds skills for working with relevant situations and scenarios.

Objectives/Learning Outcomes:

To develop skills to effectively manage difficult behaviour or people who are awkward to manage for a variety of reasons.  To become more aware of personal trigger points and stress responses when faced with difficult behaviour.

Course Content:

Context: Effectively managing difficult behaviour or people who are awkward to manage for a variety of reasons requires the continued development of Emotional Intelligence (EQ).  Self awareness is important in the first instance particularly in relation to personal trigger points and stress responses when we are faced with difficult behaviour.


  • Understanding the Conflict Spiral and the variety of ways to manage conflict

How to remain in control to manage the problem rather than control being taken by the other person and/or the problem not being addressed and continuing to have a negative impact.

  • Understanding the impact of personal styles in difficult situations and identifying alternative behaviours available

How our personal style and the style of others can exacerbate a difficult situation and what alternative behaviours can be used.

  • Practical Skills Exercises

Practice skills that will enable participants to adapt their behaviour to achieve more effective results.

  • Skills for working effectively to build capacity for managing difficult or awkward behaviour

Development of key management skills for building this capacity in a collaborative way with senior managers and all in management roles.