Managing Conflict & Positive Assertiveness

This workshop is a guide to encourage you to stop for a moment, to look for the warning signs in people’s behavioural patterns before they get out of hand and disrupt others and the relationships essential to the smooth running of the workplace, and to analyse what it is that makes them tick.

Duration: 1 Day
Who should attend? Anyone who needs information on effective ways to deal with difficult people, whether they are fellow workers, aggressive
managers, customers or suppliers.
Course Prerequisite: None

Course Outline

  • What is Conflict?
  • Understand what makes us Tick?
  • Understanding Yourself
  • Develop your Emotional Intelligence
  • Different Styles of Behaviour
  • The 10 Most Unwanted Behaviours
  • Coping with Different Problem People
  • Step into their shoes and accept differences
  • Display Leadership
  • Positive Attitude
  • Responding to Conflict
  • Use the right tool for the situation
  • Develop your Assertiveness
  • The Significance of Body Language
  • How to Say “No”
  • Deal with Difficult Clients
  • You’re in Control Now
  • Develop your Skills
  • Resolve Conflict effectively
  • Comprehensive Manual
  • Lunch & Refreshments (not applicable to on-site training)
  • Electronic Certificate (on successful completion of the course)
  • Electronic Trainer Feedback Report
  • Electronic Delegate Feedback Questionnaire

Download Information

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Course Schedule

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