CDEV038 - Dealing with Difficult Situations

Course Description

Confronting a challenging co-worker, customer, or boss about difficult issues is something we all dread. However, to tackle the complex issues most organizations face, you need to enhance your ability to hold deeper conversations that lead to learning rather than blame. Managing difficult situations effectively can create opportunities for collaborative and constructive responses.

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.

Course Outline

In this course, you will examine and integrate several theories and concepts into your exploration and learning, including:

• The impact of your communication style
• The role feelings, identity, and intentions play in challenging conversations
• Developing the skills to provide constructive feedback
• Developing the skills to shift perspectives and manage and resolve conflict
• Enhancing listening and self-management skills

Learner Outcomes

By the end of this course, you will be able to:

• 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 your communication style and ability to self-manage
• Accurately analyze and manage perceptions, bias, and judgment that can influence your approach
• Recognize and apply techniques to de-escalate emotional situations

Applies Towards the Following Certificates

• Customer Service Excellence Micro-credential : Core Courses