This vital workshop helps you deal with challenging colleagues and customers in an assertive, constructive manner. It provides a set of tools and techniques to help you feel more confident in managing difficult situations at work. Activities include questionnaires, role-play and case studies as well as discussing how to handle real-life situations you are facing.

Who should attend?

Executives and managers who deal with many colleagues and clients. 


• Feel more confident about handling difficult people in your work life

• Better understand the root causes of difficulties

• Know how best to react in a range of difficult situations

Learning Objectives

• Reflect on why people behave the way they do in difficult situations

• Adapt the way you react in different contexts

• Discover strategies to build better relationships with difficult people

Course Outline

Understanding the Nature of Conflict

• Identifying your difficult situations and people

• Defining conflict

• Understanding different types of conflict

• Types of conflict and you

• Focus on behaviour

Understanding Yourself and Others

• Quiz – physical reactions in difficult situations

• Hot buttons

• Communication preferences

• Accepting diversity

Managing Yourself and Others

• Dealing with stress

• Strategies to help others calm down

• The decision-making tree

• Reacting to criticism

• I-Statements

Communication Skills

• Listening

• Using questions with difficult people

• Showing empathy

• Adapting your communication style

• Adapting your language

Conflict Management

• Conflict management techniques

• Your conflict, your choice

• Collaborate

Course Information

Length: 2 days

Maximum group size: 16