Communication in Difficult Situations

Workshop Aim

A supervisor is not only faced with the normal day-to-day communication situations, they can also be faced with tough, potentially destructive challenges. This module takes the supervisor deeper into the skills of effective communication and enables them to adapt the basic model to interact in more difficult interpersonal situations. The module emphasises the importance of flexibility of approach and the need to diagnose the situation accurately. It develops the supervisor's skills in assessing the situation and planning for contingencies in the interaction.

Competency Outputs

At the end of this workshop, participants will be able to:
  • Identify and discuss barriers to communication and potentially difficult situations that they will be required to handle
  • Proactively plan for difficult situations and adapt the communication model to handle them
  • Demonstrate competence and confidence in adapting the model and applying it in difficult situations
  • Evaluate the effectiveness of their interactions using the model and checklist and identify areas for improvement

Topics / content covered during the module

  • Difficult interpersonal situations - types, causes and consequences
  • Barriers to communication
  • Adapting and applying the communications model to difficult interpersonal situations


The methodology used in this module includes interactive presentations; group discussions; "What would you do?" exercises; and skills practices.

Target Audience: Employees who need supervisory training.
Module Duration: 5 - 8 hours, dependent on the level of the group
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