Conflict resolution

Overview / who should attend and why?

Working with difficult people or in confrontational situations can cause misery, affect performance, and in the worst cases, result in people leaving a company. Therefore it is imperative that awkward and difficult situations and people are handled delicately and positively.

The course is aimed at people who are faced with difficult problems from team members, managers, customers or suppliers or who are in a senior position having to deal with difficult situations.

The course will give you the practical skills, guidance and confidence to effectively deal with awkward or difficult people and situations at work, resolving situations and diffusing the potential for conflict.

Course Objectives

• Understanding the reasons for difficult behaviour and the affect it has on others
• Recognising how your own behaviour can influence and affect others
• Developing measures to deal with difficult situations, conflict and difficult people
• Becoming a skilled and effective communicator and influencing the behaviour of others
• Neutralising manipulative people with positive and constructive messages
• Handling disciplinary action with confidence

Course Content

Self Awareness

• Understanding yourself and your own personal communication style
• Building self-awareness, self-esteem, self-respect, self-confidence and self-motivation

Models for Understanding Human Behaviour

• Introduction to human behaviour
• Implementing transactional analysis
• Understanding interactive styles
• Motivational theory and how to apply it

Best Practice Communication

• The principles of effective communication
• Using the correct channels of communication
• Understanding why communication fails
• Improving your listening skills
• Applying effective tools and techniques for better communication
• Maximising your impact through preparation and presentation

Meeting Communication Challenges

• Respecting other peoples’ personal styles and feelings
• Managing and communicating effectively with difficult people
• Handling emotional stress, frustration and anger
• Communicating assertively
• Delegating using your improved communication skills

Costs / Duration and Location

• The cost of this training course is £650 ex VAT
• The duration is 1 day
• Can be held in-house or at various locations throughout the UK, contact us for further information