Conflict Resolution (1 Day)

Course Code: CONSULTS

Duration: 1 Day

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COURSE AIMS:

How to produce positive outcomes from a conflict situation. This programme gives greater insight into human behaviour, identifying why some people are difficult and how to have the conversations with these different types of people.

COURSE PRE-REQUISITES:

This programme will enable you to understand, manage or deal with challenging people and situations, especially if you are in the position of needing to have difficult conversations to resolve conflict.

COURSE OBJECTIVES:

On completion of this course delegates will be able to:

• Recognise the characteristics of difficult people
• Understand how to manage conflict better and gain a deeper appreciation of own style
• Demonstrate the essential skills and behaviours needed to deal with difficult situations and people
• Learn techniques to identify and change behaviour, both your own and others
• Learn how to communicate in difficult situations

COURSE CONTENT:

Introduction and Objectives

Types of Behaviour

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

Managing Conflict

• Dealing with difficult people
• Kilman Conflict Model
• Assertive Influencing Behaviour

Essential Skills for Dealing with Difficult Conversations

• Communication skills
• Listening and questioning techniques
• Giving and receiving feedback
• Dealing with reactions
• Developing assertiveness techniques
• Verbal and non-verbal communication
• Relationship building

Managing Yourself in Conflict

• Step by step techniques for changing behaviour
• Reframing
• Techniques for Conflict Resolution

Practical Exercises to Reinforce the Learning

Action planning

Review of Programme

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