A MasterClass in Conflict Resolution: Dealing wit Difficult PeopleChurchill Square Training & Development
A MasterClass in Conflict Resolution: Dealing With Difficult People:
We are able to deliver this course for groups of two or more within your business in the UK and overseas.
We run Open courses throughout the UK contact us for details.
What Will Students Learn?
- Recognise 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.
What Topics are Covered?
- Conflict as communication
- Benefits of confrontation
- Preventing problems
- Getting focused
- Dealing with anger (yours and others)
- Dealing with problems
- The three step conflict resolution model
- Changing yourself
- Why don’t people do what they are supposed to?
- De-stress options to use when things get ugly
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 workshop, you will learn how to turn difficult situations into opportunities for growth.
This is for in house virtual delivery via Zoom or MS Teams or similar.
Suitability - Who should attend?
The course is suitable for all levels within a business, it is useful both professionally and personally.
Outcome / Qualification etc.
We are a CPD recognised provider.
Qualification awarded by the course provider
Training Course Content
his course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.
This virtual workshop will help you teach participants:
- o What conflict is and how it can escalate.
- o The types of conflict and the stages of conflict.
- o The five most common conflict resolution styles and when to use them.
- o How to increase positive information flow through non-verbal and verbal communication skills.
- o Effective techniques for intervention strategies.
- o Ways to manage conflicts to enhance productivity and performance.
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict.
Types of Conflict
This session will cover three main types of conflict: inner, interpersonal, and group.
Open Conflict vs. Hidden Conflict
Next, participants will explore open conflict and hidden conflict.
Spontaneous and Reflective Action
This session explores spontaneous and reflective action through a brief lecture.
The Johari Window
The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. Participants will look at the Johari Window in detail through a personal exercise and a case study.
Stages of Conflict
During this session, participants will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.
Creating the Win/Win
This session will give participants a chance to apply some of what they have already learned to a realistic case study.
Conflict Resolution Style Questionnaire
Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.
The Role of Communication in Conflict Resolution
To begin the second day, participants will look at the communication chain as well as barriers that can impede communication. They will also learn about the concept of positive intent.
Active Listening Skills
Next, participants will learn the basics of active listening.
In this session, participants will learn about, practice, and demonstrate paraphrasing techniques.
This session will give participants some useful questions and some proving techniques.
Next, participants will learn how body language can help resolve conflicts.
As a pre-assignment, participants were asked to complete a benchmark survey on their effectiveness at managing conflict. In this session, they will revisit their answers.
The Conflict/Opportunity Test
Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.
Conflict and Its Resolution
This session will look at a few processes that we can use to identify and resolve conflict.
Helping Others Through Conflict
Facilitation skills have become a cornerstone of many leadership models. This session will look at how facilitation, coaching, and group norms can be applied to conflict. Participants will also practice these skills in a role play.
At the end of the course, students will have an opportunity to ask questions and fill out an action plan.
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