Dealing with difficult people & situations is just 'one of those things' - and most people are more likely to find difficult situations is work than anywhere else. We can't always avoid conflict but the better we are at spotting and handling difficult situations, the more we can have a positive impact. Seeing problems not just in individuals but also in the context of the situation is an important management skill and a valuable resource in a manager's toolkit. This module considers various situations and introduces approaches for handling them confidently and professionally using a range of techniques designed not only to defuse situations, but also to turn them into positives which improve relationships, understanding and achieve better results.