Course Duration - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you. Please call 043 722 2383 for details, or click here to email us for more information

Course Overview:

Conflict is a dirty word, yet many managers have to deal with various degrees of conflict on a regular basis. This course provides delegates with valuable skills to deal with these situations. Delegates will have the opportunity to discuss their individual situations and how they can be dealt with to achieve the best possible outcome. The different types of "difficult" people are considered to give delegates a greater understanding of the conflicts that can arise. Delegates will leave with greater confidence and a clear plan regarding how they can deal with conflict in the workplace.

Programme Contents

• Elements of a Conflict
• The Effects of Conflict
• Working Relationships
• Understanding Different Personality Types
• Dealing with Different Expectations and Work Ethics
• Difficult People
• Who Are They?
• Why they are Difficult
• How to deal with Them
• Changing Difficult Behaviour
• Communicating with Difficult People
• Giving and Receiving Criticism
• Making and Refusing Requests
• Responding with Confidence and Composure
• Addressing Hostility and Aggression
• Using Body Language
• Words to De-escalate and Win
• Timing the Communication
• A Checklist for Dealing with Conflict
• Case Example of Conflict People
• Delegate Action Plans