Conflict Management

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