Critical Situation Management

OVERVIEW

Responding to critical situations with a structured management framework & communications plan…

With today's rapidly changing business environment coupled with the need to be fast to market, critical situations are unfortunately becoming something that every organisation has to deal with…

Nothing can prepare an organisation for every situation, but as with all areas of business there are guidelines that can establish effective management without adding to the problem by seeking an equitable solution.

Problems often manifest into a critical situation causing a significant distraction from delivering service elsewhere:

• Severe Technology Or Service Failure
• Breach Of Company Obligations
• Manifesting & Unresolved Customer Problem

'...research has proven that when a problem is managed professionally and effectively the chance of customer retention is greatly increased. In fact customers accept problems if they are well managed…'

WORKSHOP OBJECTIVE

This two-day workshop has been designed with the objective of providing participants with the skills and hands-on situational experience to effectively manage critical situations.

It covers the essential element of communication and combines this with a proven approach for critical situation management through to a conclusive resolution.

An experienced facilitator will provide practical tips and techniques to improve the management and interpersonal interaction of critical situations.

or CALL US 1300_ 70_ 13 14

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Who this course is forBack to top

Team Leaders, Business Managers, Service Delivery Managers, Technical Managers, Project Managers.

This workshop is designed for all business sectors but is of particular value to high technology service companies

OPTIONS

A specific case study can be created for your organisation tailoring the workshop to your business environment.

This workshop can be integrated with other learning modules to meet your exact needs.

PMPartners can also help your organisation develop a process for dealing with Critical Situations.

Industry Certified RecognitionBack to top

7 PROFESSIONAL DEVELOPMENT UNITS (PDUS) AWARDED

PMPartners is a Global PMI (Project Management Institute) Registered Education Provider.

Participants who have been awarded the Project Management Professional Certification (PMP®) by the Project Management Institute are eligible to earn 7 PDUs for their participation in this workshop.

How this course is deliveredBack to top

All workshops may be conducted onsite or at our premises, with experienced facilitators providing group and/or individual instruction.

Training is provided through hands-on learning, relevant exercises and the provision of a participant handbook containing training materials, tools, templates and checklists.

Our participants are also entitled to complimentary telephone consultation/advice within 60 days of workshop completion.

ASSESSMENT/ASSIGNMENTS

Assessment of competence is established by observation of contribution and participation during case study exercises and group discussion.

Workshop Content Summary

Day 1 The Critical Situation Management Framework.

The Critical Situation Management Framework provides a framework for understanding the root-cause of a problem or situation and provides the tools for its successful management through to completion.

• Defining Critical Situation Management
• The Role & Function Of The Critical Situation Manager
• Situation types and levels of conflict
• Managing The Critical Situation

Day 2 Communication & Conflict Management Skills During Critical Situations.

Those who manage conflict and negotiation most effectively are invariably those who are most skilled and adept in the art of communication.

• Understanding behavioral and communication styles
• Active listening and questioning
• Understanding the role of empathy in active listening
• Assertiveness
• Managing the situation
• Emotions & dealing with difficult people
• Principled Negotiation

or CALL US 1300_ 70_ 13 14

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