Resolving complex or critical situations in the professional context is a real skill and not just managerial! Moreover, when a crisis occurs, it is easy to recognize those who have the skills necessary for conflict management. Mediators, facilitators, communicators, leaders … They know how to use communication skills to manage complex situations. By reading this article, you will have all the tools to act in a maximum of sensitive situations: announcing bad news, dealing with bad faith, communicating in improvisation, confrontation, or in a stressful situation …

How to use communication skills to manage complex situations

Your goals

  • Identify complex situations.
  • Acquire tools or methods in as many situations as possible.
  • Establish an adversity management strategy.
  • Adopt the correct posture: low or high.
  • Manage dysfunctional profiles.

Identify the complex situations of everyday life

  • Identify situations
  • Understand the concept of stress
  • Understand the notion of injunction and its consequences
  • Distinguish between low and high positions in the relationship

Sharing bad news

  • Avoid the “once upon a time”
  • Manage each other’s time
  • Put yourself in the other’s shoes: the positions of perception
  • Manage emotions in the relationship
  • Improve your non-verbal communication

Communicate in improvisation

  • Legitimize its intervention with the 6P
  • Manage questions and time
  • Mobilize your energy and assertiveness

Communicating in the confrontation

  • Remove the simplicities of the contradiction with the metamodel
  • Formulate constructive criticism with DESC
  • Understand and avoid psychological games in public or not

Communicating in a stressful or emotional situation

  • Understanding all the components of stress
  • Distinguish between need and demand

Communicating in dissonance

  • Understanding the notion of cognitive dissonance
  • Identify its room for maneuver and its area of ​​constraint
  • Identify objectives and issues to reconcile with oneself
  • Manage dysfunctional profiles
  • Identify opposing profiles and distinguish them from difficult or critical profiles
  • Manage the weather vane, the soft belly, the refractory
  • Facing the Critic or the Samaritan

How to use communication skills to manage complex situations anytime

Psychological facts about human behavior

We all fear the awkward silence when we are asked to make conversation with a stranger. During a business dinner, a wedding, an evening with friends, or during the Nice To Meet You evenings (for example). How to go through the initial presentations?

Everyone has a different style of conversation. If you have an outgoing personality, you can probably be comfortable in any social situation and at least start the conversation without feeling uncomfortable. However, if you are an introvert, these situations can give you a cold sweat. but now you will get to know how to use communication skills to manage complex situations anytime.

Most people are somewhere between introversion and extroversion, but everyone has moments of greatness and everyone has moments of failure when the pressure is too much.


1. Too often when we meet someone new, we try to fill in the blanks in the conversation by talking about ourselves. It is much easier and more enjoyable for you to listen first, then speak. Of course, someone has to start the conversation, but if you and the other person listen to each other without worrying about what you’re going to say next, things will turn out more naturally.

On top of that, talking too much about yourself can make you look egocentric, when you are just anxious.

Show empathy and tact.

2. The next level of “Rogerian” communication is to restate without judgment what you have heard or at least what you think you have heard. This will show that you have listened and also allow the other person to clarify if, in fact, what has just been said has nothing to do with what you thought you heard.

By saying “You eat insects, but it’s yucky!” You could unintentionally insult a thousand-year-old tradition. A simple “Me, that does not connect me. And a change of subject may do the trick.


3. Turn on your non-verbal detectors. Rogers was well known for his ability to read the body language of his customers. It’s easier to do this instead of focusing your attention on how you feel inside yourself, you try to analyze how the other is feeling by deciphering their non-verbal language. If the person seems uncomfortable with the direction of the conversation, change the subject. While some people enjoy debating politics, religion, and gender, others prefer to keep things light. Learn to measure the impact of what you say by reading bodily cues like posture, eye contact, and hand movements.

 If a young lady frowns for more than two minutes listening to you speak, without answering anything and glancing furtively around… you better change the subject. [The young lady left the party within 10 minutes]

Avoid harsh judgments.

4. If you follow steps 1-3 above, you’ll be less likely to misjudge the person you’re talking to, but we all suffer from the temptation to jump to people’s conclusions based on superficial signals. Things aren’t always what they seem to be when you first meet someone. If you’ve listened carefully, reflected on what you’ve heard, and kept your nonverbal channel open, you’ll be less likely to make a wrong judgment based on outside clues.

It smacks of experience: I met a boy who presents well, outgoing, and sure of himself. The first evening and he said to me at one point: “Tonight, you come home with me. “. How can I tell you that it only made me want to break it quickly… What I did. Several evenings later, we became friends and it turns out that in reality, he is an insecure boy, who goes to great lengths to promote himself.

Read: Romantic get well soon text message

Moral: never judge a book by its cover.

Be an online sleuth or behavioral profiler.

5. You can anticipate even better if you have the chance to know ahead of time who you are going to meet and learn a bit of their history. Then you’ll be ready to ask questions that will be relevant to the people you meet. If you don’t have the chance, try your hand at behavioral profiling by observing the clues available to you (think Sherlock Holmes who could infer a trade by looking at someone’s hands).

Tip: It can become a game to start a conversation: “Don’t tell me, you are… a magician. “

Don’t assume that people will agree with you.

6. Social psychology research shows that many of us start a conversation with a “supposed similarity” bias. It is not a good idea to start a conversation by sharply criticizing a particular political party, public figure, etc. as if the person you were talking to to share your beliefs or point of view. Discussions can make conversation enjoyable. If you assume that everyone is feeling the way you feel though, chances are you’ll start off on the wrong foot and find yourself alone at the end of the night.

It smacks of experience: During an evening with friends, there was a young man who did not hide his convictions about immigrants, foreigners, even the “tanned” … What a priori to dampen the atmosphere, well Thanks to some friends, we made fun of the situation by counting Godwin points. Of course, when you meet someone for the first time, you are not necessarily surrounded. Find an excuse to slip away (go to the bar for another drink or go to the bathroom for example).


7. Try to learn from every interaction with a new person. Someone you’ve never met before may have visited countries and done things you haven’t done yet or never will. People from other countries, including countries other than your own, can give you new perspectives. They will only open if you show that you are interested. You can broaden your knowledge of other regions, cultures, and nations which, in the end, will also make you more interesting in the conversation.

Tip: Letting the other do the talking will allow you to bounce back. Even if the subject is not necessarily familiar to you and does not give you the opportunity to “shine” with your knowledge, you can still bring the subject back to the familiar ground (another trip you have taken, for example).

Social networks, news, word cloud,

8. Stay on top of the news. Getting to know the news is absolutely the best way to have enough topics to cover in any conversation. Topics don’t need to be heavy or involve deep expertise. Even knowing which is the number one box office hit or the most popular songs or videos is better than being oblivious to what’s going on in the world around you.

Tip: This also works with a series (for example, as of this writing, the Games of Thrones series has just ended, just saying )

9. Know when not to talk.

Some people prefer not to talk at all, especially in confined situations like public transit. You might think it’s okay to spend the boring hours of a long plane trip chatting with your seatmate. However, if this passenger (or others around you) gives you clues to the contrary, then understand that it is best to stay silent. If you’re constantly doing this wherever you go (and getting negative feedback), make sure you don’t get bored with something to read or do for fun.

Tip: Of course, at a party like the ones organized by Nice To Meet You, the goal is to meet new people. It doesn’t mean that the person in front of you is in the mood to speak right now. You might as well approach this person when they seem more inclined to you. This will avoid getting caught in the wind.

10. Do not divulge all of your secrets. Perhaps you have heard the adage that there is nothing wrong with telling strangers your innermost secrets. After all, you will never see them again. Is not it?

There are three flaws in this argument:

  1. You may see this person again or know someone you know. In the six-degree-separated world, we live in, it’s amazing how quickly your personal secrets can spread.
  2. People feel uncomfortable hearing the deepest secrets of a stranger. Put yourself in the other’s shoes. How would you feel if you heard someone you barely know talk to you about their romantic relationships, health, or family conflicts?
  3. Too much honesty can make you boring. While we can choose not to read the boring daily ramblings of our Facebook friends, it’s a little more difficult to do so in person. If you return to Tip # 3, you should be able to judge when you are about to commit the sin of TMI ( Too Much Information ).

Meeting new people and having conversations isn’t everyone’s favorite pastime, but if you follow these few simple tips, you might find yourself developing an extrovert facade to balance your inner introversion. And you will learn how to use communication skills to manage complex situations anytime with anyone.

Read: what to say after good morning text message

What your aim should be while communicating

Keep in mind

  • Knowing how to anticipate to avoid complex situations
  • Understand the behavior of our interlocutors
  • Have the ability to adapt to complex situations
  • Avoid putting yourself in danger
  • Any public having to manage complex situations
  • Identify the sources of dissatisfaction of the interlocutors
  • What are the challenges of their request (economic, commercial, social, family, identity)

2-Understand the mechanism of emergence of a conflict

  • Test: know yourself better in the event of conflicts
  • What is a conflict?
  • Situations related to the individual
  • Situations related to the environment and context
  • Identify the 4 conflict profiles: the discontented, the conflictual, the aggressive, and the aggressor.
  • The transition from aggression to aggression.

3-Capacities to cope

  • What makes us act and react
  • How to change your outlook on destabilizing situations?
  • How to use it in creative energy?
  • How to increase your comfort zone?

4- The principles of communication

  • Self-affirmation
  • Know and develop your personality in front of a mirror

5- Set up an action plan

  • Create your mind map
  • Carry out your personal action plan

That’s all… if you follow all these steps and act accordingly you can be good and attractive while talking to anyone… if you like this article How to use communication skills to manage complex situations anytime share it with someone who needs it

Find us on Facebook and Instagram