Key Competences at Work: Trainer's book and Learner's book

At all workplaces there will occur negative and difficult people and situations that we have to deal with. Attitudes or approaches can be a challenge to handle. It is important to manage situations that can cause conflicts and tensions. Therefore, it is important to adapt operating style to different situations and to promote problem-solving and negotiation techniques to minimize conflicts. 

Aims of Dealing with negative and difficult people and situations: 

• Negotiation and problem-solving
  
• Creating harmony
  

Negotiation and problem-solving

All participants at workplaces have a certain responsibility to deal with and to influence the behavior of others to achieve common goals. To compromise and to collaborate is important competences to achieve common goals. Furthermore, everyone have to learn and use language that promote agreement and cooperation. Complex situations require clarity to solve problems and conflicts. It is necessary to use listening skills to advance collaboration and to use neutral language, free from emotions, to gain control of different situations. 

Activity:

Let learners reflect on a situation at workplace with negative behavior, either from themselves or by others. Discuss how they could deal with this in a positive manner.

Activity:

Let learners make a list of possible causes of dissatisfaction and tension at workplace. Choose some factors and describe strategies to manage them. 

Activity: 

Let learners describe ways of developing own positive positions.

Creating harmony

Both employees and employers have a certain responsibility to the tone and energy of their work environment in a positive way. This require of each participants to promote ethics and moral-building in themselves and others and to practice positive communication skills. All have to appreciate the variety of skills represented in the work environment and recognize contributions from coworkers. 

Activity:

Let learners put words to good moral and ethics at workplace for team building and relations. 

Activity:

Let learners identify and put words to how they recognize contribution to coworkers.