Conflict Resolution and Dealing with Difficult People

Course Introduction

Imagine yourself resolving workplace conflicts with others without creating negativity or damaging your relationships. In fact, picture yourself benefiting from confrontation because you can now manage difficult people and situations with ease. Imagine yourself empowered to better manage difficult people and situations. For most people a conflict is something to avoid at all costs. Therefore, they tend to distance themselves from situations where they ought to be taking control, instead of backing away from important issues. The fact is that conflict is a normal part of life, and the ability to resolve conflicts effectively is a crucial skill for everyone to possess.

Interpersonal issues and conflicts within a team can derail the best laid plans. In this training course you will learn how to resolve the most problematic situations using a variety of approaches and proven techniques. You will identify your preferred conflict resolution style and learn how to adapt it to tackle the situation you face. You will also learn about influencing skills and the bases of power, how to apply them and when. In this training course you will be equipped with the ability to diffuse conflicts and use them as a platform for positive change.

Objectives

By the end of this program, the participants will be able to deal with:

• Identify root causes of difficult behaviour
• How to approach and manage difficult people
• Understand particular types of behaviour
• How to deal with Passive and Aggressive behaviour
• Dealing with workplace conflicts
• Recognise different attitudes
• Handle stressful situation
• Building a solid infrastructure on strategic levels to utilize diversity as an asset & not a foe to progress.

Target Audience

• Senior management
• Supervisors
• Section Leaders
• Team Leaders
• Business professionals who want to expand their conflict resolution skills, understand their own emotions and behaviours, and find productive ways to manage conflict with influence, even when authority is lacking.

Daily Topics

Day 1:

The Three Ds

• What do we find challenging about others?
• Diversity, Divergence and Division
• The Relationship Spectrum
• Reflection

It all starts with me

• My Profile
• My Response
• Reflection

Communication is Key Lesson

• Dealing with Passive and Aggressive Behaviour
• Responding Assertively
• Reflection

Day 2:

Dealing with Particular Types of Behaviour

• Bullies
• Discrimination
• Gossips
• Reflection

Reasonable and Unreasonable Managers

• Reasonable Management Action
• Emotional Intelligence and Difficult Managers
• Reflection

Day 3:

Self-Preservation

• Monitoring signs of stress
• Allies and Mentors
• Tips for Dealing with Challenging People
• Reflection

Thomas Kilmann conflict resolution mode instrument

• Scoring and interpretation
• Ways of coping with conflict
• Assumptions and outcome of conflict
• Managing conflict and using an appropriate style for more effective outcomes
• Approaches to conflict resolution
• Giving and receiving feedback
• Assumptions in disagreement
• Creating a collaborative work environment for faster and better results

Day 4:

 Influencing others in a problem-solving context

Influence inventory (power bases)

Day 5:

The art of changing hearts, minds and actions

Adaptability and conflict resolution in a changing environment

• Definition of adaptability
• Why do we resist change?
• Controllable and uncontrollable influences
• Adaptive Mindset
• Identify styles of adaptability
• Theories of adaptation and conflict management
• Guidance for managers 

For More information please contact at

NAYEL Training Centre 

T: +971 4 379 7245 | M: +971 50 249 6876 |Whatsapp: +971 50 249 6876

Email [email protected]