Who is this course for?
This course is suitable for managers and team leaders who have to deal with situations that cause conflict and different types of challenging behaviour.
Course Objectives
- This course will help managers to:
- Understand the causes and symptoms of conflict
- Identify their own style for dealing with conflict
- Explore different strategies to manage conflict
- Prevent conflict situations in the workplace by identifying the danger signs
- Deal with complaints effectively
Example Course Content
Introductions and objectives
Understanding Conflict
– What causes conflict
– The impact of conflict
– Personal style
Understanding People
– What makes people “difficult”
– How to deal with difficult people
– Understanding ourselves
Preventing Conflict
– Understanding work relationships and what drives them
– Strengthening relationships
– Factors that threaten relationships
Communication
– Importance of effective communication
– Using active listening
– Giving feedback
Handling Conflict
– Instinctive behaviour
– Chosen behaviour
– Why we behave the way we do
– Assertiveness
Dealing with Complaints
– Attitudes to complaints
– Informal approach
– Grievances