How do we create certainty in an uncertain world, stay composed under the pressure of multiple challenges and balance emotion with reasoning when handling difficult situations? Challenging situations occur on a daily basis as people have different thoughts, perspectives and backgrounds when there are teams, contracts, partnerships and relationships involved. Sometimes we need to address behaviours, deliver bad news or resolve conflicts, where it is important to focus on behaviour and events, rather than personalities. How can we place wellbeing and peoples individual motivations at the heart of change management and decision making? We cannot avoid crisis situations no matter how good our mitigation strategies are. Being able to develop a crisis management plan and the confidence to lead it, is critical.

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