Department of Finance Training Approved

Dealing with difficult situations training

On completion a participant will be able to:

• Identify the common elements of a difficult situation
• Analyse what works and what doesn’t when dealing with difficult situations
• Justify reactions to difficult situations and how these shape outcomes
• Use listening, paraphrasing and questioning to understand the other person’s perspective
• Apply assertiveness techniques to respond to difficult situations
• Respond to criticism without becoming emotional or defensive
• Define conflict and identify your style in conflict situations
• Apply a process for resolving workplace conflicts.

Stress management training

Participants will be able to explain the drivers and the physiology of stress, and develop a plan for work and personal life to manage this positively to increase health and well-being
On completion of this program, participants will be able to:
• Identify the best approach to a stressful situation (Alter, Avoid, or Accept)
• Explain what lifestyle elements you can change to reduce stress
• Use routines to reduce stress
• Use environmental and physical relaxation techniques
• Better cope with major events
• Use a stress log to identify stressors and create a plan to reduce or eliminate them.
Training available in half day or full day formats, contact us on 1300 ARESOLVE