When conflict and difficult situations occur in the workplace it is important that they are managed in a professional way so that relationships do not break down and lead to formal processes.
Difficult situations in particular can arise when trying to address matters of performance or when giving critical feedback. Usually this involves the manager and another staff member but issues may arise between individuals or within teams.
This practical course will centre on building the professional skills needed to manage conflict and difficult situations and in particular when giving feedback.
By the end of the course attendees will be able to
Be more confident and controlled in difficult situations
Employ the best form of communication for the situation
Understand better their own and others behaviour and its impact
Give feedback and criticism using a structure method
Create an environment that prevents conflict and promotes win-win
By the end of the course attendees will be able to
The course is aimed at Managers, Team Leaders or Supervisors who want to be more professional when dealing with conflict or difficult situations at work. The course will also benefit anyone likely to experience these situations with customers or colleagues.
Course Content
The Foundations of Managing Difficult Situations
Confidence and assertiveness
Emotional Intelligence
Beliefs and value systems
Approaches and Techniques
Identifying the situation and behaviour types
Using appropriate communication techniques
Adapting your approach to the situation or person
Introducing the formal process
The Giving Feedback Situation
A ‘giving effective feedback’ method
Positive Vs critical feedback approaches
Setting clear expectations
Creating a Positive Work Environment
Impact of management and leadership styles
Developing an environment of Principled Negotiation
