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Managing Conflict & Dealing with Others

[/vc_column_text][vc_empty_space height=”40px”][vc_single_image image=”386″ img_size=”full”][vc_empty_space height=”40px”][vc_column_text]• Focusing on the Acquisition competencies not just knowledge and skills.

• Using new types of practices in the training venue(practice training, and learning with peers and role-playing, simulation, etc.)

• The use of programmed training games.

• International certificates accredited by international institutions.

• The attractive and enjoyable training environment.[/vc_column_text][vc_empty_space height=”30px”][vc_column_text]

Course Objectives

• Effective team working and harmonious relationships are essential to the productivity of any organization. Internal and external pressures – work or home-related – can result in people being rude, impatient, aggressive or uncooperative.
• Managing Conflict and Difficult Situations is a course that provides practical techniques to help you handle difficult and potentially confrontational situations confidently and effectively.

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Program Content

Understanding behavior and its effects:

• What makes a person difficult? Why is there conflict at work
• Recognizing others’ behavior and the effect it has on us.

Three different behavior types:

• Clarifying the difference between aggressive, passive and assertive behavior
• Recognizing the effects of each type on oneself and others
• Steps to help use this information in difficult situations.

Communication skills that help deal effectively with difficult people:

• Listening and questioning skills to get the true perception of the situation, show confidence and gain control
• Paraphrasing to avoid assumptions or misunderstanding
• Using feedback in both positive and negative contexts.

Dealing with difficult situations:

• Situations that may arise at work – practical ways to deal with them
• Dealing in fact and behavior – not emotion
• Using positive language and a positive approach to influence outcomes.

 

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