Managing Conflict

Level
Total time
Starting date and place
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Starting dates and places

Manchester
17 Sep 2019
Kendal
9 Oct 2019
Manchester
7 Nov 2019
Kendal
12 Dec 2019

Description

Who Should Attend             

Those who come into contact with "difficult", angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.

Overview       

This workshop is designed to enable participants to deal with conflict in a constructive and professional way using a range of communication skills and conflict resolution techniques. They will understand the nature of anger and aggression and how to diffuse them. They will also learn skills that will increase their ability to develop rapport quickly with people and improve their self-confidence & pers…

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Frequently asked questions

There are no frequently asked questions yet. Send an Email to info@springest.co.uk

Who Should Attend             

Those who come into contact with "difficult", angry or aggressive people in the course of their work, and would like to gain an insight into where these behaviours come from and how to deal more confidently and positively with such situations.

Overview       

This workshop is designed to enable participants to deal with conflict in a constructive and professional way using a range of communication skills and conflict resolution techniques. They will understand the nature of anger and aggression and how to diffuse them. They will also learn skills that will increase their ability to develop rapport quickly with people and improve their self-confidence & personal awareness; it will increase their awareness of the importance of projecting their organisation in a professional, caring, & customer-focused light.

Outcomes

At the end of this training programme participants will be able to:

  • Understand where anger and aggression come from, how they escalate, and how they can diffuse angry or aggressive situations
  • Enhance their personal power when dealing with angry people
  • Take control of difficult situations to achieve 'win-win' solutions with others
  • Develop rapport quickly with others to reflect a caring, personal & professional image
  • Identify & practise a range of positive interpersonal skills to deal with stressful, work-based situations & communicate with greater impact
  • Handle situations successfully by dealing with and giving feedback in a constructive, motivational way
  • Improve their own confidence and self-esteem using positive thinking techniques

Content

  • The nature of anger and aggression and violence, and how they escalate
  • Diffusing anger and aggression constructively
  • Differences between assertive communication and other, less constructive behaviours
  • Key communication skills for taking control of difficult situations and people: dealing with and giving constructive criticism; demonstrating assertive body language, voice tone and words
  • Practising the skills

Pre-Course Work

None

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There are no frequently asked questions yet. Send an Email to info@springest.co.uk

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