Conflict Resolution - Dealing with Difficult People
- Training Time: 1 Day, 9:00 am to 5:00 pm
- Inclusion: Participants Manual and Certificate of Completion
Success in dealing with conflict comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this one-day workshop, you will learn how to turn difficult situations into opportunities for growth.
Learning Points
- Recognize how your own attitudes and actions impact others.
- Find new and effective techniques for dealing with difficult people.
- Learn some techniques for managing and dealing with anger.
- Develop coping strategies for dealing with difficult people and difficult situations.
Course Outline
Conflict Resolution: Dealing with Difficult People
Module 1 – Getting Started
- Training Overview
- Workshop Objectives
Conflict Resolution: Dealing with Difficult People
Module 2 – Conflict as Communication
- Defining Conflict
- Self-Assessment
Conflict Resolution: Dealing with Difficult People
Module 3 – Benefits of Confrontation
- Benefits of Confrontation
Conflict Resolution: Dealing with Difficult People
Module 4 – Preventing Problems
- Overview
- Group Discussion
Conflict Resolution: Dealing with Difficult People
Module 5 – Getting Focused
- Getting to the Heart of the matter
- The Three F’s
Conflict Resolution: Dealing with Difficult People
Module 6 – Managing Anger
- Coping Strategies
- Guidelines for Assertive Anger
Conflict Resolution: Dealing with Difficult People
Module 7 – Dealing with Problems
- Dealing with Problems
- Causes of Difficult Behavior
Conflict Resolution: Dealing with Difficult People
Module 8 – The 3 Step Conflict Resolution Model
- The Three-Step Model
- Getting the Hang of Things
Conflict Resolution: Dealing with Difficult People
Module 9 – Practice Makes Pretty Good
- Planning
- Practice
Conflict Resolution: Dealing with Difficult People
Module 10 – Changing Yourself
- Negative vs. Positive Interactions
- Dealing with Negative Feelings
Conflict Resolution: Dealing with Difficult People
Module 11 – Why Don’t People Do What They Should?
- Why Don’t People Do What They are Supposed to?
Conflict Resolution: Dealing with Difficult People
Module 12 – Wrapping it up
- Personal Action Plan
- Recommended Reading List
You Can Expect...
- To understand the communication process in a conflict situation.
- To learn how to get focused, and managing possible anger (yours and others)
- To understand the three step conflict resolution model
You Need This If...
- You want to learn to stay focused on solutions
- You want to change your outlook and response to conflict
- You want to have de-stress options to use when things get ugly
This Is About...
- Developing coping strategies for dealing with difficult people and difficult situations
- De-complicating conflict
- Using facets of language to build a culture of cooperation and respect
In-House Rate
Participants: 12 – 30
Duration: 1 day
Course Fee:
Level 7*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary