Overview
Few people like the emotion and discomfort of conflict and tend to retreat from or avoid potentially difficult situations. The effect is that the other person gets the upper hand. The result is that professionals can find themselves under the cosh from difficult clients or seniors and stress sets in. This course teaches delegates the techniques of preventing conflict and then managing difficult people when the situation arises.
Delegates
This course is aimed at all people who may face tough situations at work or who need confidence in standing up for themselves
Objectives. By the end of the course delegates will have:
- Understood what creates conflict
- Learned to recognise unacceptable behaviour in others and the consequences
- Practised techniques for nipping conflict in the bud
- Developed the techniques of assertiveness
- Learned how to react to different ‘difficult behaviours’ in others
- Knowledge of what to do on those rare occasions when the other person cannot be reasoned with
Commercial benefits
- Improved teamwork and team effectiveness
- Improved retention of best staff in conflict hot-spots
- Improved client relationships
Course duration: half day