Counseling for Difficult Situations

Course ID: 118                         Course Length: 1 day(s)

Overview:

Counseling employees can be very difficult for managers and supervisors when the "news" is not good. For example, no manager likes to deliver news of a reduction in force, or reprimand an employee for poor performance. Yet there are proven techniques for making these tough communications easier for everybody concerned. This workshop teaches strategies for handling such events. Focus is on listening actively, improving communication, and on maintaining emotional control during difficult counseling sessions.

Objectives:
At the end of the workshop participants should be able to:

• Discuss the dual role of the supervisor/counselor
• Recognize types of situations when counseling is needed
• Employ "active listening" and other communication-facilitating techniques
• Emphasize the positive in any communication
• Control the emotional climate
• Keep a counseling interview moving toward its objective

Topics:

• Analysis of communications
• Basics of interpersonal communications
• The dual role of manager/counselor
• Personal leadership
• Organizational leadership
• What builds employee commitment
• Motivation and its relationship to morale
• Emotional attitudes and their relationship to the
  coaching process
• Reinforcing positive behavior
• Three techniques to motivate others
• Handling minor disciplinary problems
• Analysis of assertive, nonassertive and aggressive behavior
• Questioning techniques
• Directive and non-directive counseling

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