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.
Benefits
• 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