0345 4506120

Resolving Conflict

How to produce positive outcomes from difficult situations

This programme gives greater insight into human behaviour, identifying why some people are difficult and how to deal with different types of people problems.

This programme is for you if

you need to understand, manage or prevent the potential development of situations involving aggression and conflict, or deal with difficult people.

We don't currently have any courses listed for Resolving Conflict, would you like to view all courses for Personal Effectiveness?

Learning Objectives

On completion of this course you will be able to:

  • Recognise the characteristics of difficult people
  • Assess your own interpersonal skills
  • Learn techniques to identify and change behaviour – both your own and others
  • Learn how to stay calm in difficult situations
  • Understand how personal issues can impact on work performance
  • Learn effective techniques to minimise conflict

Course Content

Introduction and Objectives

Types of behaviour

  • Identifying “difficult” people
  • Why are people “difficult”?
  • Fundamentals of conflict


Identifying aggressive types

  • Levels of aggression
  • Main causes of aggression
  • Personality types


Communicating

  • Confidently
  • Calmly
  • Control under pressure
  • Professionally


Essential skills for coping with conflict

  • Listening and questioning techniques
  • Giving and receiving feedback
  • Developing assertiveness techniques
  • Negotiating a realistic outcome
  • Verbal and non-verbal communication


A step by step approach

  • Step by step techniques for changing behaviour
  • Staying calm
  • Challenging without damaging
  • Motivating staff


Taking responsibility for difficult people

  • Pre-empting difficult situations
  • Positive resolution of problems
  • Create a checklist for solving people problems


Review of Programme
 

Related Courses

Privacy Notice

In order to provide you with the service requested we will need to retain and use your contact information in accordance with our Privacy Notice. If you choose to provide us with this information you explicitly consent to us using the information as necessary to provide the request service to you. If you do not agree please do not proceed to request the service from us.

Marketing Permissions

Would you like to receive our newsletter and other information on products and services which we think will be of interest to you by email. We will always treat your information with care and in accordance with our Privacy Notice. You are free to withdraw this permission at any time.

 

Our Customers Include