Being able to effectively manage conflict can often determine the success or failure of an organisation. Conflict in itself is not necessarily a bad thing – it is our reaction to conflict that creates either a negative or a positive outcome. Let’s stop for a moment and look for the warning signs in people’s behavioural patterns before they get out of hand.
Good understanding of English
English
Course is facilitated by a competent subject matter trainer, who utilises a combination of the following techniques to ensure that the session is practical and experiential: Discussion; Role Play; Exercises & Case Studies; Videos/DVD’s; Games, Slide Shows & Written Questions.
Anyone who needs information on effective ways to deal with “challenging” people, whether they are fellow workers, aggressive managers, customers or suppliers.
1 Day
Module 1 | Understand Conflict? Constructive vs Destructive Conflict Role Players in Conflict Outcomes of Conflict Communication Styles (Passive / Aggressive / Assertive) Communication And Conflict The Communication Process Feedback |
Module 2 | What is Assertiveness? Develop your Assertiveness Steps to Assertive Communication Positive Attitude & Positive Thinking Rights and Wrongs The Significance of Body Language |
Module 3 | Personality Styles and Conflict Define the Conflict Analyse the Situation Generate Alternatives Select and Agree on the Alternatives Implement and Evaluate Actively Listen Coping with Problem People Trust Resolve Conflict Display Leadership |
Module 4 | Conflict Management Styles Competing Accommodating Avoiding Collaborating Compromising Managing Disagreement Complain Effectively Dealing with Difficult Customers How to Say “No” |
Module 5 | You’re in Control now Being Positive Check Your Own Qualities Move Forward Together |