What is the course about?
You will learn to recognise difficult behaviours and develop strategies and skills to help you deal with anger and conflict assertively, and defuse difficult situations. The course will enable you to manage professional relationships more effectively, with both colleagues and customers.
What will the course cover? (contents, themes, projects)
Identifying challenging and difficult situations
Feeling assertive when dealing with difficult situations
Strategies for coping with negative thoughts
Conflict: what causes it?
Research into sources of conflict in organisations
How do we deal with conflict?
Individual preferences: questionnaire
Understanding the principles of dealing effectively with challenging behaviours
Dealing with anger and conflict assertively
Facilitating conflict in groups
Alternative approaches
Improving working relationships
Active listening
Facilitative questions
Reflecting and summarising
Identifying a preferred style and how to develop alternatives
Giving and receiving feedback
Identifying the 'blocks' to giving difficult feedback to others
Giving constructive and useful feedback
Practising the skills of giving and receiving feedback
What can I expect to achieve?
By the end of the course you should be able to:
Understand the principles in dealing effectively with difficult behaviours
Identify my emotions & goals in a difficult situation
Draw from a range of strategies and assertive communication skills in order to try to resolve the difficulty
How will I be taught?
A variety of different training methods will be used to accommodate all learning styles: whole class teaching, pair group work, practical exercises, demonstrations, discussions, presenting information, question and answer, role-play.
This course is also available by request on an in-company basis for £995 for up to 10 delegates.
