UCLA Extension

Mastering Difficult and Sensitive Situations

A 2-Day Short Course

Today we work in an increasingly pressurized environment where effective communication is essential. Dealing with difficult people is something many people face as part of their everyday work life. It isn’t always easy and it is certainly a challenge.

This course covers all of the most difficult, intense, emotionally charged types of conversations that can occur with employees, customers, managers, and peers. Handled correctly, problems created by personal differences can be a positive opportunity to change situations for the better. The key is taking control of your own behaviors and emotions to ensure you use the right skills, when appropriate.

The course is designed to improve communication skills, relationships, and productivity for those in leadership roles. It contains useful techniques that will help you deal with a variety of difficult situations. You also have an opportunity to discuss your own experiences and learn how to effectively lead in a variety of different work situations. Interactive exercises provide opportunities to practice different techniques and integrate these into personal strategies.

Topics Include

  • Communication skills that make a difference
  • Identifying ways to manage change with your team members
  • Dealing with difficult and sensitive situations
  • Handling challenging conversations
  • Managing conflict and preventing communication problems
  • Giving and receiving constructive feedback
  • Being assertive (using 4 different strategies)

Coordinator and Lecturer

Johanna Hollowich, MSc, Managing Director, Potencium Limited, London, United Kingdom. Ms. Hollowich established Potencium Limited after 20 years’ experience as a training and development specialist in Europe and the United States. Her expertise is in international communication, cross-cultural diversity, and distributed/remote team working. She has presented over 500 programs throughout Europe, Asia, and the United States in a wide range of business sectors. She brings a wealth of experience in preparing professionals for the challenges of today’s business environment.

Ms. Hollowich’s current clients include Boeing (U.S.); Chugai (Japan, U.K.); Cushman & Wakefield (Italy, Russia, U.K.); General Motors (Australia, Canada, Mexico, U.S.); Janssen Pharmaceutica (Belgium); MDS Pharma (France); Northrop Grumman (U.S.); Novartis (Switzerland, U.K., U.S.); Novo Nordisk (Denmark, Singapore); Orion Pharma (Finland); UCB (Belgium); and The Walt Disney Corporation (France, U.K., U.S.).

With Potencium offices in London and Los Angeles, Ms. Hollowich knows only too well the challenges working globally and remotely.

For more information contact the Short Course Program Office:
shortcourses@uclaextension.edu | (310) 825-3344 | fax (310) 206-2815