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About this course
Conflict is part of our interactions particularly in the workplace. You can learn to effectively deal with challenging situations and difficult people maintaining a professional approach.
This course will provide the tools necessary to lessen the costs of conflict using effective communication and gain the confidence to deal with having difficult conversations.
Who should attend
This course is suitable for anyone who deals with people in their day-to-day work.
- Supervisors, Frontline managers, Training managers
- Help desk supervisors, Administration staff
Course Outline
Lesson 1: Managing Diversity
- Gather, convey and receive information and ideas How do values drive behaviours?
- Understand different behaviour types and patterns
Lesson 2: Dealing with Conflict & Difficult Behaviour
- Handling difficult people
- Coping with difficult behaviour
- Identifying your personal reaction to conflict
- Identifying your personal responsibility
- To counsel, coach or discipline?
Lesson 3: Practical techniques for dealing with
- Aggressive behaviour
- Blaming behaviour
- Defensive behaviour
- Passive behaviour
Lesson 4: : Effective Workplace Communication
- Learning how to be assertive and standing your ground
- Positive self talk Giving and receiving feedback
- Active listening, tone and clarifying questions
- Paraphrasing
- Identifying the source of conflict and behaviour
Lesson 5: Prevention is better than cure
- Disempowering to co-operation
- But vs. And
- Co-operation language
- Gathering Information
- Questioning techniques
Lesson 6: Resolving Conflict
- Determining the best solution
- Brainstorm
- Implement action plan
- Gain commitment 4 I’s.
Now its the time ... Take the leap and get qualified
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Learning Outcomes
- Defuse tense situations
- Resolve differences and find ways of working effectively with all types of people
- Recognise Conflict and have productive discussions
- Focus on the issue, not the person
- Communication styles, assess situation, avoid escalation and resolve
- Assert yourself and stand your ground
- Manage difficulties to achieve positive outcomes
