Managing Conflict and Difficult Situations

Who would benefit from this programme

Conflict in the workplace is a key barrier to meeting personal and business goals. Failure to do so impacts upon team effectiveness, and can lead to poor motivation, and stress. Conflict can arise with fellow team members, your manager, or if you hold a managerial role, those who work for you.

This practical workshop will explore how and why conflicts arise and how they can be prevented. Delegates will have an opportunity to sample some proven techniques for dealing with conflict.

The course is aimed at managers and others who wish to learn new skills to address conflict in the workplace.

Learning outcomes

At the end of this programme you will be able to:

Handle people and difficult situations effectively

• Approach people problems with increased confidence
• Work with challenging people to get positive results
• Motivate people to get them working with you rather than against

Topics Covered

• Resolving Conflict
• Preventing conflict
• Understand conflict theory
• Building rapport with people in conflict
• Overcome resistance and engage people in a win/win approach to their conflict
• Understand the benefits of impartiality
• Assess and address practical and emotional issues
• Working with people in conflict in a fair and structured way
• Control difficult conversations and heated exchanges
• How to influence and use positive communication to move people forward
• Constructively challenge unacceptable behaviour and set boundaries