CDEV038 - Dealing with Difficult Situations

Course Description

We all dread having to confront a challenging co-worker, customer, or boss about a difficult and uncomfortable issue. However, to respond to the complex issues most organizations face, we need to enhance our ability to hold deeper conversations that lead to learning rather than blame. Managing difficult situations effectively can create opportunities for us to work together to behave and respond to situations collaboratively and constructively. This course offers insights into the multiple layers beneath each conversation and provides advice for handling these unpleasant exchanges in a manner that addresses the core issues

Within the framework of this course, we will examine and integrate several theories and concepts into your exploration and learning. These will include:

• The impact of your Communication Style.
•  The role feelings, identity, and intentions play in our challenging conversations.
• Developing the skills to provide constructive feedback.
• Developing the skills to shift perspectives and manage and resolve conflict.
•  Enhance listening and self-management skills.

Learner Outcomes

• Understand the underlying causes of conflict or uncomfortable encounters.
• Apply listening and questioning techniques to ensure an accurate understanding of the situation and another’s point of view.
• Understand and apply constructive steps to give negative feedback.
• Understand and apply neutral and objective steps to resolve conflicts effectively.
• Control the unhelpful self-talk that often accompanies difficult conversations.
• Identify communication style and ability to self-manage.
• Accurately analyze and manage perceptions, bias, and judgment that can influence approach.
• Recognize and apply techniques to de-escalate emotional situations.

Applies Towards the Following Certificates

• Customer Service Excellence Micro-credential : Core Courses