Conflict Resolution & Handling Difficult People

Online Booking Request

Dates for next course: 20-Aug-2019 , 16-Oct-2019 , 19-Nov-2019 , 09-Dec-2019
Training Location: 9 Denison St, Newcastle West
Training Format: Workshop/Classroom
Duration: 1 Day
Course Fee: $520.00

By the end of this program you should be able to:

  • 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


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.

Learning Outcomes