Events

The Edinburgh Chamber of Commerce boasts one of the most dynamic, diverse and business event calendars in Scotland.

Events
Dealing with difficult situations

Dealing with difficult situations

@ Edinburgh Chamber of Commerce 40 George Street EDINBURGH Midlothian EH2 2LE

12th June, 2019 09:30-16:30 Training 195.00-250.00
Overview
When difficult situations arise, it’s all too easy to act too quickly. We all know how hard it is to deal with a problem without people misunderstanding each other or taking things personally.  Your ability to manage difficult situations effectively might be pivotal in helping achieve an effective and satisfying outcome for all concerned.
This workshop is about equipping you with the skills and tools needed to effectively deal with negative and unproductive behaviour in the workplace.
Who should attend?
Anyone who manages others or is customer facing.
Learning Outcomes:
  • Dealing with poor individual or team performance
  • Using authority appropriately
  • Avoiding pre-judgement
  • Managing and resolving conflict
  • Overcoming obstacles to communication
  • Questioning and listening skills
  • Building rapport
  • Aiming for a win-win
  • Don’t take it personally
  • The customer is always right, or not
  • Address the problem not the person
  • Direct communication
  • Body language and tone of voice
  • Development of individual action plans
  • No blame culture
  • Emotional Intelligence
 
 Course Director - Mark MacKenzie Smith:

From air traffic control to owning a brand agency, treading the boards to flying airships, working in the private, public and third sectors, Mark has done some interesting stuff.  He shares his considerable management and training knowledge through his presentation and media training workshops.

His delivery style is relaxed and good humoured, he takes professional and personal life experiences and slots them into practical tried and tested learning sessions creating workshop content that delivers what it promises, and works!
 

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
Read more here