Managing Conflict

Overview:

Confrontational situations and working with difficult people at work can cause misery, affect performance and in the worst cases result in people leaving the organisation. It is therefore imperative that difficult situations and people are handled delicately and positively.

This one-day course will give delegates the practical guidance, skill and confidence to effectively deal with difficult people and situations at work, resolving awkward and disruptive situations and diffusing the potential for conflict. This course is applicable to anyone who is currently facing problems with difficult team members, managers, customers or suppliers.

Objectives:

By the end of the course delegates will be able to :

• Understand the reasons for difficult behaviour and the affect it has on others
• Recognise how your own behaviour can influence and affect others
• Develop measures to deal with difficult situations, conflict and difficult people
• Be a skilled and effective communicator and influence the behaviour of others
• Neutralise manipulative people with positive and constructive messages

Topics covered:

• Difficult people: Who are they? Types of difficult people and why they are difficult
• Understanding why people act and react as they do-transactional analysis
• Building skills to become a better communicator
• Developing behaviour strategies for different types of difficult people
• Choosing a response rather than a reaction to the situation
• Addressing hostility and aggression with confidence and composure
• Staying calm and ensuring your own behaviour does not add to the problem
• Using words to de-escalate their behaviours and situations
• Using assesrtive behaviour to influence situations
• Overcoming interruptions
• Making physical and non-verbal signals to reinforce the power of your message
• Staying in control and avoiding manipulation
• Giving and receiving criticism
• Reviewing your disciplinary procedures & what authority you have
• Addressing issues to hand
• Action planning

Duration: 1 day
Maximum Places: 12
Group Price: £850

For more information
please contact us on
029 20 491 491

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