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Handling difficult situations – challenges and strategies

Presented By
Stan Dormer CFIIA Stan is a recognised expert in the field of governance, auditing, business and project risk and IT. He is the author of numerous articles and was the author of the distance learning materials and revision schools supporting IIA qualifications.

Another day in the office and another pushback occurs – sounds familiar? Most internal auditors meet non-co-operative subjects, managers who challenge their work, or staff who don't want to listen. This course gives you ten core strategies to deploy to help keep you in the driving seat.

Who should attend?

  • this course is open to all.

What will I learn?

After completion you will be able to:

  • keep calm and stay in control of demanding situations;
  • save energy and time in reaching agreements; and
  • understand better how to deal with difficult human beings.

The course is accompanied by a manual that holds course notes and strategies.

Course programme

Core strategies for dealing with challenging situations

  • they don't like you or don't like your audit role?
  • what behavioural research tells us about people
  • strategy 1: People like people like themselves
  • strategy 2: Modelling /mirroring – making connections
  • strategy 3: Confidentiality and sharing – building trust and integrity between people who disagree – how to do it
  • their view of risk is different to yours, they don’t think you understand, they don’t want your involvement?
  • strategy 4: Getting a less co-operative person to agree to a meeting
  • strategy 5: Getting agreement through writing (reports)
  • strategy 6: Reciprocity and indebtedness – influencing to respond
  • strategy 7: Scarcity – how others will want to be included
  • what behavioural research tells us about the use of power by individuals
  • dealing with tricky situations
  • strategy 8: Who's doing the talking – how listening intelligently allows you to keep control
  • strategy 9: Where shall we three meet again – how the meeting place can help or hinder your situation.
  • strategy 10: Defusing the games people play – ‘yes, but’ and ‘if it wasn’t for you’.

Presented by

Mindgrove Ltd

CPE competency areas covered

  • persuasion and Collaboration
  • communication

7 CPE points

Full price

Member: £625 + VAT
Non-member: £840 + VAT

SAVE £100 when you book this course 3 months in advance

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Handling difficult situations – challenges and strategies

Duration: 1 day

3 March 2020


Start: 09:00
End: 17:00


London venue TBC


Member price:
Non-member price:
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