Managing difficult relationships

Bucharest 20 June 2019 - 21 June 2019

Trainer: Gabriela Puskas


Addressing difficult situations with colleagues or customers of the company, changes our work results, productivity, company image, positioning, but above all our own culture and the way we feel as employees. Clients, colleagues and difficult situations are not an obstacle, but an opportunity.

The course aims to define and gather the elements of identifying and approaching difficult situations, but especially of developing a personal strategy to address these situations.

Target group

Target audience:

  • Middle and / or top-management (regardless of department);
  • Persons in executing positions;
  • Persons whose job involves working directly with the client;

Minimum level of experience for participation in the program: minimum one year experience in working with clients or in team / department leadership.

Course objectives

  • Increasing the capacity to respond or to act effectively following a powerful emotion;
  • Developing empathy by facilitating understanding of the importance of active listening and responding to the actual content of the message received;
  • Acquiring an overview of the complex combination of emotions experienced by someone else when the person in question has a strong reaction in a particular situation;
  • Understanding the way personal opinion influences a particular circumstance;
  • Understanding how emotions affect decision-making processes and implementing strategies to achieve positive results
  • Developing problem solving skills


  1. Characteristics and specifics of the professional relationship
  2. Basic elements and the context prone to the occurrence of stress;
  3. Intrusive Conflict
  4. Identifying the tension within us;
  5. Fragility of man at work: the temptation of anger, violence, solitude;
  6. Impulse control;
  7. Confronting the emotional instability of superiors or colleagues;
  8. Managing powerful character or personality traits;
  9. Empathy - the correlation between feelings and meanings;
  10. The complexity of affective states;
  11. The MasterSolve Model for teams

The course provides participants with applied exercises based on learning scenarios using the experiences of daily life.


Gabriela Puskas is the founder and managing partner of Performance Group, a company specializing in management consulting, coaching, mentoring and services with impact on individual and organizational performance. She has a thorough expertise in areas such as business management, leadership, sales, personality assessment tools, and emotional intelligence. Gabriela holds a PhD in Economics and has a relevant professional experience of over 28 years in the fields of: corporate banking, international franchises, entrepreneurship, project management. Gabriela was formed in the field of coaching in London, followed by a series of professional trainings in NLP, Transactional Analysis, PCM, psychometric assessments (MTQ48 – Mental Toughness Questionnaire and ILM72 – Integrated Leadership Measure) and currently provides coaching for performance to both young managers at the beginning of their career as well as to experienced entrepreneurs.

Duration / Period

The program will last for 14 hours and will take place within 2 days, from 10:00 to 17:00.


The necessary investment for participating to this program is of 700 lei + VAT/person.


At the above fee the following discounts will be granted:

  • 5% for registration and payment until January 31th, 2018;
  • 5% for the registration of at least 2 persons from the same organisation.

The discounts can be cumulated.

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