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
Who should attend
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
Introduction
Understanding Conflict
Common Features of Conflict
The Cycle of Conflict
The Foundations of Managing Conflict
Understanding Perceptions, Interests and Needs
Using Emotional Intelligence
Triggers, Beliefs and Values
Developing Assertiveness
Approaches and Techniques
Identifying Conflict
Managing Conflict Between Staff Members
Using Appropriate Communication
Introducing The Formal Process
When Giving Feedback is a Difficult Situation
Why Feedback Is Important
Identifying The Cause Of Poor Performance Or Behavior
