Managing Conflicts & Difficult Situations
Management & Leadership
Introduction
The management of conflicts and
difficulties is one of the most misunderstood, time-consuming and poorly handled
leadership responsibilities. Most leaders, managers and supervisors regard
‘conflict’ as something negative. However, if it is used and managed well and
occurs in high-trust cultures, conflict can be a powerful source of sustainable
competitive advantage.
This Conflict Management training
course entitled Managing Conflicts & Difficult Situations has been
specifically designed to help leaders and managers to control and reduce
negative conflict, build high-trust organizational cultures and deal proactively
with difficult situations using highly effective techniques. The training
course incorporates the latest research regarding Emotional Intelligence (EI), neuroscience,
psychology, personality research and cutting-edge communication and influencing
techniques.
Objectives
This training course is designed to
help you to:
·
Identify the common types and
sources of conflict in your workplace
·
Appreciate your own and other
personality profiles and preferred conflict approaches
·
Understand the predictable emotional
triggers and responses to conflict
·
Differentiate between assertive,
passive and aggressive behaviors
·
Dealing with difficult people and
situations using a large range of powerful techniques
Course Outline
Day One: Understanding Conflict and Difficult Situations
·
Defining the Nature, Types and
Causes of Conflict
·
Conflict vs. Competition: When one
overtakes the other
·
Benefits and Drawbacks of Conflict
in the Workplace
·
The Power of Emotional Intelligence
in Conflict Situations
·
Conflict-management Default Mode
·
Utilizing the Circles of Concern and
Influence
·
Key Motivations or Drivers of
Individuals and Groups
Day Two: Advanced Interpersonal Skills for Conflict Management
·
The Art to Successful Communication
·
Building Rapport and the Circle of
Trust Technique
·
Personality Preference Assessment:
Communicating with Different Personalities
·
Mastering Active Listening Skills to
Validate others’ Needs
·
Using Powerful Questions to Gain the
Right Information
·
Transactional Analysis: The Power of
Questions in Counselling
·
Perfecting the Art of Non-verbal
Language Signals
·
Farming and Re-framing Issues to
Facilitate Positive Outcomes
Day Three: Mastering The Art of Persuasion, Influence and
Negotiation
·
Psychological Insights into People’s
Behaviour and Attitude
·
Filters and How our Perceptions can
Influence our View of Others
·
Determining Personal Agendas and
Intentions
·
Being Assertive: Techniques and
Skills
·
Negotiation ‘Positions’ and
‘Interests’ and Prime Negotiation Gambits
·
Persuasion Techniques Incorporating
Cialdini’s 6 Steps
·
Achieving Synergy through the 4
Steps of Persuasion
·
The Key Strategy Factors to Master
the Art of Influence
Day Four: Processes and Strategies to Handle Challenging or
Difficult Conversations
·
Main Types of Difficult /
Challenging Conversations in the Workplace
·
The Art of Influencing with
Integrity and Personal Power
·
Utilizing Key Personal Strategies:
GLASS, But Suppose, Feel, Felt Found
·
Structuring 'Crucial Conversations'
to Produce Optimal Results
·
Using Coaching Techniques in
Conflict: Problem and Need
·
Recognizing and Handling Ineffective
Conflict Responses
·
Dealing with Strong Emotions such as
Anger and Frustration
·
Defection Technique Strategies
Day Five: Managing Organizational Conflict and Culture
·
Understanding the Key Elements of
Your Organization’s Culture
·
High-trust vs. Low-trust & Toxic’
Organizational Cultures
·
Establishing Appropriate Organizational
Values and Behaviors
·
Utilizing Alternative Dispute
Resolution (ADR) Strategies
·
Conflict Management: Synergistic
Advantage for Your Organization
·
Making Your Organization a Desirable
Place to Work
·
Summary and Next Steps