Handling Difficult Situations and Conflict

In addition to your class tuition and study materials, you will receive the following:


Other Extras

• Pre-course exercise
  
• Post-course support
  
• Certificate of attendance

Level: Intermediate


Synopsis:
Bankers, traders, back office, brokers and fund managers have different perspectives and different short term goals. Along with this are different personalities, strong egos, competition and, more recently, some damaged egos. In an increasingly competitive market time becomes even more pressured. This adds to the potential for difficult situations and conflict. One of the elements of success is being able to manage these successfully ensuring emotions do not get out of hand and all parties feel listened to, understood and the common long term goals are achieved.


At the end of the course participants will be able to: Work towards positive, collaborative results . Handle conflict with integrity and wisdom . Recognise default patterns and conflict signals . Diffuse conflict situations by applying a toolkit of interpersonal strategies .


Prerequisites:
None


Suitable For:
Anyone


Conflict identified

• Why does conflict occur?
• Conflict in the financial world

Five steps to handling difficult situations

• Identify potential areas for conflict with colleagues and clients
• Understanding personal preferences
• Choice and timing - when and how to apply different styles

Alternative conflict styles

• Introduction to five conflict stances
• Listening and questioning techniques
• Recognise different communication preferences
• Behaviours of assertiveness, aggressiveness and passiveness

Influencing

• Building effective relationships
• Tools for influencing colleagues and clients
• Discover what currently obstructs our being successful in influencing others

Authentic Leadership

• Set powerful models and standards
• Ensure difficult situations have a 'win-win' outcome