Business & Management
Managing Difficult Situations
Assessment type
Training only (attendance)
Minimum duration
30 Minutes
Course delivery
E-learning
Description
The Managing Difficult Situations eLearning course provides learners with an understanding of how to approach challenging workplace situations calmly, professionally and constructively.
The course explores common causes of difficult situations, how behaviours and emotions can affect interactions and practical approaches to communication and problem-solving. Learners will consider how to manage their own responses, understand different perspectives, address concerns appropriately and work towards constructive outcomes while maintaining positive working relationships.
Who Should Attend?
- Employees at all levels.
- Managers and supervisors.
- Team leaders and aspiring managers.
- Customer and client-facing employees.
- Employees who regularly work with colleagues, customers or other stakeholders.
- Anyone looking to develop their confidence when dealing with challenging workplace situations.
What You Will Learn
- Recognising situations that may become difficult or challenging.
- Common factors that can contribute to difficult workplace situations.
- Understanding how emotions can influence behaviour and communication.
- Recognising personal responses to challenging situations.
- Maintaining a calm and professional approach.
- Managing personal emotions and reactions appropriately.
- Considering situations from different perspectives.
- Recognising the importance of effective communication.
- Using active listening to understand concerns.
- Asking appropriate questions to clarify issues.
- Communicating clearly, respectfully and assertively.
- Recognising how verbal and non-verbal communication can affect an interaction.
- Avoiding behaviours or language that may unnecessarily escalate a situation.
- Identifying the underlying issue or concern.
- Separating facts from assumptions and opinions.
- Responding constructively to disagreement.
- Managing differences of opinion appropriately.
- Identifying possible solutions and areas of agreement.
- Setting appropriate professional boundaries.
- Recognising when a situation should be escalated or referred to someone else.
- Knowing when to disengage if a situation becomes unsafe.
- Seeking appropriate assistance or support where required.
- Reflecting on difficult situations and identifying lessons for the future.
- Maintaining professional working relationships following challenging interactions.
- Applying effective approaches to difficult situations in the workplace.
Course Delivery
This course is delivered as self-directed eLearning through the ELMO learning platform.
Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.
Interactive activities may be included throughout the course to reinforce key learning points.
Assessment
Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.
A minimum score of 70% is required to successfully complete the course.
Certification
Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.
Course Duration
The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.
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