Conflict Management
Training
In Westminster
Description
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Type
Training
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Location
Westminster
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Duration
1 Day
Students will learn: How to: Use your increased understanding of human behaviour and its effect on others. Use specific communication skills that help control difficult situations. Identify passive, aggressive and assertive behaviour and the effect of this behaviour on others. Adopt an appropriate style of behaviour to handling difficult people. Suitable for: Open to All and relevant to team dynamics and management.
Facilities
Location
Start date
Start date
Reviews
Course programme
Description:
Effective team working and harmonious relationships are essential to the productivity of any organisation. Internal and external pressures – work or home-related – can result in people being rude, impatient, aggressive or un-cooperative. This one-day course provides practical techniques to help you handle difficult and potentially confrontational situations confidently and effectively.
Course Outline:
- Understanding behaviour and its effects
- What makes a person difficult?
- Recognising difficult behaviour
- An introduction to transactional analysis
- How, by understanding behaviour, we can modify other people’s style
- Communication skills that help deal effectively with difficult people
- Paraphrasing to avoid assumptions or misunderstandings
- Using feedback in both positive and negative contexts
- Listening and questioning skills to get the true perception of the situation, show confidence and gain control
- Three different behaviour types
- Clarifying the difference between aggressive, assertive and passive behaviour Recognising the effects of each type on oneself and others
- Dealing with difficult situations
- Situations at work that may arise – highlighting practical ways to deal with them
- Dealing in fact and behaviour – not emotion
- Using positive language and a positive approach to influence outcomes
- Action planning
Additional information
Conflict Management