Resolving Conflict
How to produce positive outcomes from difficult situations
This programme gives greater insight into human behaviour, identifying why some people are difficult and how to deal with different types of people problems.
This programme is for you if
you need to understand, manage or prevent the potential development of situations involving aggression and conflict, or deal with difficult people.
On completion of this course you will be able to:
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Recognise the characteristics of difficult people
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Assess your own interpersonal skills
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Learn techniques to identify and change behaviour – both your own and others
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Learn how to stay calm in difficult situations
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Understand how personal issues can impact on work performance
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Learn effective techniques to minimise conflict
Programme Focus
Introduction and Objectives
Types of behaviour
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Identifying “difficult” people
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Why are people “difficult”?
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Fundamentals of conflict
Identifying aggressive types
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Levels of aggression
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Main causes of aggression
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Personality types
Communicating
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Confidently
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Calmly
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Control under pressure
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Professionally
Essential skills for coping with conflict
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Listening and questioning techniques
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Giving and receiving feedback
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Developing assertiveness techniques
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Negotiating a realistic outcome
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Verbal and non-verbal communication
A step by step approach
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Step by step techniques for changing behaviour
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Staying calm
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Challenging without damaging
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Motivating staff
Taking responsibility for difficult people
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Pre-empting difficult situations
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Positive resolution of problems
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Create a checklist for solving people problems
Review of Programme
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What previous delegates have said...
"Good course if you are looking to develop and improve relationships with managers and conclude meetings effectively"
Perfect Partners
Other courses which naturally complement this course include:
Duration: 1 day(s)
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