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Communicating in difficult situations

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  • Overview

    About the programme

    This programme will improve any manager's ability to handle difficult work situations and conversations effectively. Verbal and non-verbal techniques are demonstrated in a variety of scenarios, from dealing with challenging people to communicating bad news, and will be invaluable to participants both inside and outside of the workplace.

    Scripted by a subject expert and trainer, and with an accompanying trainer's guide, this innovative training programme is comprised of short clips which allow the trainer complete flexibility and control to intervene at any point and jump around to relevant scenes. Scenes demonstrate good practice and bad practice and cover the following areas:

    • Introduction
    • The fight or flight response
    • The impact of non-verbal communication
    • Choosing your language
    • Communicating your views
    • Alternative ways of saying `no'
    • Handling an impasse
    • Building confidence


    Unlike many similar products, this programme is not based around a drama. Instead, each scene is firmly centred round a set of key learning points which helps to focus the viewer's attention and consolidate their learning. It represents real employees in an environment which is modern yet neutral and can be used by any type of organisation.




    Programme includes:

    • DVD
    • Trainer’s guide

    Information

    Produced by Chartered Institute of Personnel & Development (CIPD) 2009

  • Learning chapters

    1. Introduction: handling difficult situations http://4900www.videoarts.com/product/CDS L01/Introduction:-handling-difficult-situations http://4900www.videoarts.com/images/products/CDS.jpg
      This section helps participants to think about their personal learning goals. The people in the clips have successfully resolved their personal challenges using ideas and techniques from the DVD. They provide positive, yet realistic, role models with whom the participants can identify.... (read more)
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    2. The fight or flight response http://4900www.videoarts.com/product/CDS L02/The-fight-or-flight-response http://4900www.videoarts.com/images/products/CDS.jpg
      This section explains some of the physiological changes that take place in our bodies when we have to deal with difficult situations. It can be used to illustrate the concept of 'fight or flight', and how this might be seen in the workplace... (read more)
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    3. The impact of non-verbal communication http://4900www.videoarts.com/product/CDS L03/The-impact-of-non-verbal-communication http://4900www.videoarts.com/images/products/CDS.jpg
      When we have to communicate in difficult situations our non-verbal communication can be our greatest asset or our greatest weakness. This section of the DVD illustrates the impact of different styles, highlighting how you can use your own non-verbal communication to handle challenging people and situations.... (read more)
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    4. Choosing your language http://4900www.videoarts.com/product/CDS L04/Choosing-your-language http://4900www.videoarts.com/images/products/CDS.jpg
      Using similar language to others is one way to match the audience and build a rapport. This section illustrates how a change in the choice of words can have a major impact on whether or not an effective dialogue takes place.... (read more)
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    5. Communicating your views http://4900www.videoarts.com/product/CDS L05/Communicating-your-views http://4900www.videoarts.com/images/products/CDS.jpg
      This section can be used to help teach a process of communicating feelings and thoughts without blame. It explains how to express emotions and needs constructively, and how to separate out what you feel from what you think.... (read more)
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    6. Alternative ways of saying 'no' http://4900www.videoarts.com/product/CDS L06/Alternative-ways-of-saying-no http://4900www.videoarts.com/images/products/CDS.jpg
      Many people find it difficult to say 'no' or to turn down requests, even when it is the best response for both parties. We can end up giving mixed messages - saying 'yes' when we mean 'no', agreeing grudgingly, implying we wish we could help 'if only:'. In this section of the DVD we explore different approaches to communicate 'no'.... (read more)
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    7. Handling an impasse http://4900www.videoarts.com/product/CDS L07/Handling-an-impasse http://4900www.videoarts.com/images/products/CDS.jpg
      This section shows the types of difficult communication situations which we may face in the workplace when dealing with those who use their seniority to assert power or those who refuse to enter into a constructive discussion.... (read more)
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    8. Building confidence http://4900www.videoarts.com/product/CDS L08/Building-confidence http://4900www.videoarts.com/images/products/CDS.jpg
      In this section a line manager is working with a colleague helping him/her to think through how best to handle a difficult communication situation. The line manager is asking coaching type questions which prompt the colleague to prepare for the discussion. They discuss ways to build confidence through practice and mental rehearsal. The line manager also talks through the process of visua... (read more)
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Keywords

CIPD, The fight or flight response, non-verbal communication, body language, communication, difficult situations