Handling Conflict with Confidence Training Course

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Duration Duration

14 hours (usually 2 days including breaks)

Overview Overview

Audience

Staff who need to be fully aware of the issues surrounding Conflict and how to deal with it with:
  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

  • Facilitated Discussions
  • Slide Presentations
  • Exercises and
  • Case Studies

By the end of the course, delegates will be able to:

  • Understand conflict and its effect on ourselves and others
  • Define assertive and non-assertive behaviours
  • Appreciate the need for self-management before managing others
  • Develop capability in engaging conflict assertively
  • Build confidence through demonstrations and practical simulations

Course Outline Course Outline

Understanding Ourselves and Others

  • What makes us behave the way we do?
  • How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
  • How can we “adapt” behaviour to prevent the causes of conflict or to defuse conflict caused by others?
  • What do we mean by Effective Communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences both in creating and in dealing with conflict
  • The importance of understanding our “EQ” (as opposed to the more-standard IQ)
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act / react in a certain way to colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of “True Rapport” in our inter-personal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Dealing with conflict in Customer and / or Stakeholder interactions

Assertiveness

  • Aggressive v Assertive v Submissive
  • Benefits of Assertive Behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your / the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap

Bookings, Prices and Enquiries

Guaranteed to run even with a single delegate!
Public Classroom Public Classroom
From 3542PLN
(75)
Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet. More Information

The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Remote
1 3542PLN 10370PLN
2 2866PLN 6280PLN
3 2641PLN 4917PLN
4 2528PLN 4235PLN
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VenueCourse DateCourse Price [Remote / Classroom]
Gdańsk, ul. Powstańców Warszawskich 45Wed, 2017-06-07 09:0010370PLN / 3642PLN
Katowice ul. Opolska 22Wed, 2017-06-07 09:0010370PLN / 3842PLN
Opole, Wladyslawa Reymonta 29Mon, 2017-06-12 09:0010370PLN / 4042PLN
Kielce, ul. Warszawska 19Wed, 2017-06-14 09:0010370PLN / 3542PLN
Lublin, ul. Spadochroniarzy 9Thu, 2017-06-15 09:0010370PLN / 3642PLN

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