MSI Professional Skills Programme: December Session

MSI Professional Skills Programme

- Dealing with challenging situations and difficult people -

Partnering with Phil Gott from Firm Academy, we are pleased to introduce our MSI Academy Professional Skills Programme to our membership.

Within four main pillars of performance, the programme’s monthly sessions will cover the following areas:

Self-development
Confident communication and influencing
Managing others
Delivering for clients and internal clients

Through a convenient blend of Zoom calls and online learning, the programme is practical, interactive and aims to elevate your professional skills to achieve greater success. It will help to meet your CPD requirements and is an opportunity to build relationships with like-minded professionals in MSI.

December Session:

Dealing with challenging situations and difficult people

Professionals and their clients work under high pressure, which can sometimes bring out the worst in people. Yet approaches that work well with one person may not work with another. As a professional you need to be able to handle difficult behaviours under pressure. This session will cover:

Different types of ‘difficult’ behaviour and how to deal with each.
Taking ownership of situations and providing reassurance without over-committing.
Controlling your feelings and developing an inner confidence in daunting situations.
How to handle people who are emotional (angry or upset).
Words to use and words to avoid in dealing with difficult people.
Using questions to understand, to build empathy and to help people see solutions for themselves.
Dealing with common situations:
- How to respond if you are asked something you think you should know, but don’t
- What to say when you are (or may be) in the wrong
- How to deal positively with being asked to do something when you are too busy
- How to deal with someone who seems aggressive.
Avoiding conversations becoming ‘difficult’ by acting quickly and being honest and transparent.