Resolve Conflict, Deal With Difficult Situations

Course Overview

Resolve Conflict, Deal With Difficult Situations

Learn how to understand and approach conflict, how to communicate and use your interpersonal skills to handle difficult situations.

Course Content

Module One - Understanding Conflict 
What is conflict?  
Recognising the signs 
The phases of conflict  
Adapting your approach 
 
Module Two - Self Awareness 
DISC profile behavioural analysis 
Behavioural principles 
Implications of behavioural styles  
Your style under different circumstances 
The Johari window  
 
Module Three - Communication and Interpersonal Skills 
Barriers to effective communication  
Overcoming communication barriers 
Questioning and listening techniques  
Non-verbal communication  
 
Module Four - Handling Everyday Situations 
Assertive behaviour 
Passive, manipulative and aggressive behaviour 
Using the DESC script 
Expressing doubts and disagreement constructively 
 
Module Five - Skills for Dealing with Conflict 
Constructive and destructive behaviours  
Positive and negative feedback 
The strategies to adopt 
 
Module Six - Make Yourself Stress Resistant! 
Simple behavioural changes  
Relaxation techniques for the workplace 
Action planning