1. Handling difficult situations Annabel Shilton Leadership Coach & Consultant 16/11/15

2. Communication

3. Communication “I know you believe you understand what you think I just said, but I’m not sure you realise that what you heard is not what I meant.” Anonymous

4. Communications ….. Two-way process of “mutual understanding” Conveying a clear message Asking the right questions Listening to the Reponses

5. Communication model

6. HOW DO YOU COMMUNICATE? Body language

7. Conflict “strong disagreement between people, groups, etc., that results in often angry argument” “a difference that prevents agreement : disagreement between ideas, feelings, etc.”

8. FIXED VS GROWTH MINDSET 8

9. RESILIENCE What is it? “Resilience refers to a person’s capacity to handle difficulties, demands and high pressure without becoming stressed” “Resilience is the personal capacity to cope with adverse events and return to their normal life”

10. Resilience How resilient are you? How do we build it?