Managing Conflict & Acting Assertively

While conflict isn't necessarily a bad thing, managing conflict is something which many of us find hard– we either 'duck' it, overreact to it, or provoke it unnecessarily. The results can be personal stress, poor relationships, bad decisions and under-performance.

This one-day Managing Conflict & Acting Assertively workshop is designed to help participants manage conflict positively - facing up to it when necessary and handling it in such a way as to create constructive and, if possible, win-win results. As part of this process Managing Conflict & Acting Assertively also focuses on dealing with difficult colleagues and working relationships - readjusting perceptions and developing strategies accordingly.

Course Membership

Managers, professionals and staff at all levels who wish to develop their understanding of, and skills in, managing conflict and acting assertively.

Course Objectives

To provide participants with an opportunity to

• explore the concept of assertiveness and to practise the skills of assertive communication

• develop strategies for dealing with difficult working relationships and 'awkward' colleagues

• review and develop their influencing skills

Course Outline

• Introduction to managing conflict & acting assertively

• Positive and negative dimensions of conflict

• Emotional Intelligence - sensitivity and resilience

• Understanding personality and personal differences

• Building rapport and the network of relationships - influencing skills

• Attitudes to conflict and conflict resolution styles

• Understanding assertive, aggressive and submissive behaviours

• Expressing opinions in assertive and constructive ways

• Making and responding to requests in assertive ways

• Criticism skills - giving and receiving critical feedback

• Handling anger and aggression - in self and others

• Difficult relationships and 'awkward' colleagues

• Encouraging and developing assertiveness in others.

Course Methods

Managing Conflict & Acting Assertively is highly participative workshop. As well as providing relevant framework and concrete examples, the course also includes role play exercises allowing participants to practise and develop their skills accordingly.Case studies are also used as a basis from which participants can explore their own situations and decide on their approach when they get back to work.