Managing Conflicts & Difficult Situations

Overview:

Introduction

One of the most misunderstood, time-consuming, and poorly performed leadership roles is dealing with conflicts and issues. Most managers, supervisors, and leaders view "conflict" as something unpleasant. Conflict, on the other hand, may be a potent source of long-term competitive advantage if it is properly harnessed, managed, and handled in high-trust cultures.

This conflict management training course, Managing Conflicts & Difficult Situations, has been especially created to assist leaders and managers in controlling and reducing negative conflict, creating organizational cultures of high trust, and dealing proactively with challenging situations using highly effective techniques. The training program integrates the most recent findings in Emotional Intelligence (EI), neuroscience, psychology, personality studies, and cutting-edge influencing and communication methods.

Course Objectives

At the end of this course, participants will be able to: 

• Determine the typical conflict kinds and sources in your job.
• Recognize your own and other people's personality traits and preferred dispute resolution techniques.
• Recognize the conflict's predictable emotional triggers and reactions.
• Explain the differences between aggressive, passive, and assertive behavior.
• Use a variety of potent tactics to deal with challenging individuals and circumstances.

Targeted Audience

• Managers and Team Leaders
• Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
• Junior / Middle Managers new to their role, or with experience but little previous training

Course Outline

Unit 1: 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
• Utilising Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
• Structuring 'Crucial Conversations' to Produce Optimal Results
• Using Coaching Techniques in Conflict: Problem and Need
• Recognising and Handling Ineffective Conflict Responses
• Dealing with Strong Emotions such as Anger and Frustration
• Defection Technique Strategies

Unit 2: 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
• Framing and Re-framing Issues to Facilitate Positive Outcomes

Unit 3: 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

Unit 4: 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
• Utilising the Circles of Concern and Influence
• Key Motivations or Drivers of Individuals and Groups

Unit 5: Managing Organizational Conflict and Culture 

• Understanding the Key Elements of Your Organisation’s Culture
• High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
• Establishing Appropriate Organisational Values and Behaviours
• Utilising Alternative Dispute Resolution (ADR) Strategies
• Conflict Management: Synergistic Advantage for Your Organisation
• Making Your Organization a Desirable Place to Work
• Summary and Next Steps