ICAEW.com works better with JavaScript enabled.

Dealing with difficult situations

Author: Business and Management Faculty

Published: 03 Jul 2019

This Business and Management Faculty webinar took place on 3 July 2019.


At times we all face having difficult conversations with people at work. This webinar will provide some simple and effective techniques to help individuals remain composed, in control and able to resolve these situations positively.

Learning outcomes include:

  • Identifying the behaviours present in confrontations
  • Understanding assertiveness and conflict resolution techniques
  • Learning how to defuse difficult situations
  • Being able to adopt the skills needed to remain calm, manage words, phrases and body language

Broadcast on 3 July 2019

Webinar resources