Managing Conflict and Difficult Situations

Course Code - BC-206 Duration - 1 Day

When conflict and difficult situations occur in the workplace it is vital that they are managed in a professional way so that relationships do not break down.

By developing the ability to obtain positive outcomes from conflict situations productivity can be maintained and need for mediation reduced.

This is important whether the conflict is between team members, customers or suppliers.

This practical course will centre on building the professional skills needed to manage conflict and difficult situations in the workplace.

By the end of the course attendees will be able to

• Be more confident and controlled in difficult situations
• Use models and techniques to better manage conflict and difficult situations
• Adapt their listening to improve communication
• Recognise their own approach to conflict in order to better manage potential conflict

Who should attend

The course is useful for 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 difficult situations with customers or colleagues.

Course Content

Understanding Conflict

• Sources of Conflict
• Common Features of Conflict
• The Cycle of Conflict
• Recognising Workplace Triggers
• Understanding Perceptions, Interests and Needs
• Emotions and their Impact

Resolving Conflict

• The Options - Considerations and Consequences
• The Impact of the Conflict Structure
• Addressing Interests and Needs (The Iceberg Model)
• A Managerial Mediation Approach

Responding To Conflict

• Understanding What Triggers You
• The Impact of Values
• Indentifying Your Default Response Style

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